Pearson Contact Operations and Strategy Manager - ASU in Chandler, Arizona

Contact Operations and Strategy Manager - ASU


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Recruitment Services Mission Statement

“A highly ethical, motivated, and competent group of studentadvisors that collaborates with academic partners and peers to interview andadvise highly qualified student prospects that are capable of graduating fromtheir selected institution and program to fulfill their aspirations. We striveto become a world-class organization full of engaged minds committed toeducation with a passion for excellence.”


As the ContactOperations and Strategy Manager, you will manage the initial engagement andcontact strategy with inquiring students through the use of variouscommunication tools and technologies. While teams of agents reach out tocontact potential students, you will manage strategies and results ofengagement through various contact methods including dialing through the use ofa predictive dialer, chat, SMS texting, and email.


Specific duties and responsibilities include, but are not limitedto, the following. Other duties and responsibilities may be assigned.

  • Responsible forcontact center performance metrics that result in positive student engagement,performance, and experience.

  • Accountable forcreating and managing multiple contact operational strategies by conductingneeds assessments, performance gaps, and cost/benefit analyses. Providesrecommendations to improve strategies that will enhance performance and studentexperience.

  • Collaborates onevaluating state-of-the-art contact technologies by recommending needs and opportunitiesto IT and executives; acts as a business expert in helping IT define userrequirements; establishing technical specifications, and production,productivity, quality, and customer-service standards.

  • Innovative in approachto meeting performance objectives and identifying consumer trends in contactand engagement methods and strategies through analysis and experientialobservations.

  • Works with IT tomaintain and improve contact center operations by monitoring contact strategyperformance; identifying and resolving problems; preparing and completingaction plans; completing system audits and analyses; managing system andprocess improvement and quality assurance programs.

  • Collaborates with BIanalyst team to prepare contact center performance reports by collecting,analyzing, and summarizing data and trends.

  • Maintains professionaland technical knowledge by tracking emerging trends in contact centeroperations management; attending educational workshops; reviewing professionalpublications; establishing personal networks; benchmarking state-of-the-artpractices; participating in professional societies.

  • Works closely withinternal stakeholders in qualify and transfer functions, managers, directors,and on occasion with external partners.

  • Participate in crossfunctional meeting rhythms to understand issues and help develop solutions tomaximize dialer performance. This includes internal stakeholders,inter-department leaders, and sometimes provide expertise discussion withexternal partners.



  • 4-year degree from an accredited institution and/or appropriate combination of educational and significant experience

  • 5 years of operations experience including the successful execution of projects and systems

  • A thorough understanding of call center measurements, lead routing, and dialing campaigns

  • Demonstrated project management experience or certification

  • Proficient in MS Office, including Word, Excel, PowerPoint and Outlook.

  • Outstanding written and verbal communication skills.

  • Strong analytical skills.

  • A thorough knowledge of contact regulations including TCPA and DNC.

Supervisory Responsibilities



Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 4, 2017

Req ID: 1716120