Program Administrator

Assures coordination of day-to-day operation of state program(s) with attention to regulatory compliance. Works with designated team members to assure proper scheduling, preparation, delivery and monitoring of classroom training. Supports supervisors with delivery of instructor monitoring feedback and implementation of instructor improvement remediation plans. Provides program-specific guidance to Instructor Coordinator, Training Scheduler, Part-Time Instructors, and other NSC staff, as well as Training Centers & Training Center Instructors. Ensures documented procedures for all program processes and drives creation of internal training & job aid resources. Confirms accuracy and regular update of customer touchpoints. Reviews and qualifies training affiliate & instructor applications/renewals for supervisor approval. Assures coordination of training affiliate and instructor activity, including processes to maintain active authorized instructors, such as instructor development and continuing education courses, as well as monitoring the instructor renewal schedule. Drafts written correspondence to provide information or to address regulatory compliance issues. Oversees processing of all paperwork associated with schedules/classes within contractual timelines. Conducts new business and current account management calls to promote program and revenue growth. Provides second level support to Customer Service Representatives through chat and/or transfer of escalated phone calls to defuse difficult situations. Researches and resolves difficult customer problems and inquiries. Acts as liaison between CSRs and external agencies.

Customer Service/Team Leadership– 20%

• Communicates with prospective students, customers, regulatory agency administrators, and instructors on a variety of matters.
• Answers incoming calls from multiple queues, as well as emails, and provide quality customer service to meet the customer’s needs.
• Provide Level 2 customer support via Jabber and email; handles escalated calls and resolve difficult or complex questions and problems and provide quality customer service.
• Seeks input and buy-in of key stakeholders in formulating ideas and project plans.
• Provides administrative and leadership support to management; serve as substitute for other department staff as required.
• Reviews and regularly update all customer touchpoints to assure accuracy, clarity, ease of doing business, and inclusion of information to reduce unnecessary customer calls.

Program Coordination – 50%

• Creates, executes, monitors and updates processes for assigned state program(s) to ensure effectiveness and efficiency. Clearly communicates process updates/changes to all involved.
• Monitors submittal of class records and daily deposit of program fees; monitors electronic transmittal of data and payment of fees to state agency; tracks entry of completion records in computer.
• Assists across all state programs as needed; offers guidance and support to colleagues.
• Troubleshoots problems and makes suggestions of resolutions, efficiencies, and standard operating procedure documentation.
• Provides Training Scheduler with input regarding training locations, contracts, and negotiating classroom fees within budget.
• Reviews and approves monthly course schedules, assuring cost-effectiveness and maximizing of leased site classroom use to keep costs at or under budget.
• Audits and records class registration processing fees. Maintains paper and computer records for daily deposits and provides required documentation to state agency and accounting as needed.
• Researches, audits, documents, and resolves a variety of accounts receivable and payable transactions and customer account-related issues.
• Oversees and/or assists with scheduling of Instructor Courses and Continuing Education Courses by notifying prospective students of upcoming classes and registering approved candidates.
• Supports class monitoring and mandatory instructor safety training. Consults with supervisor, provide verbal and written monitoring feedback to instructors in a timely manner.
• Reviews and qualifies training affiliate & instructor applications/renewals for supervisor approval.
• Assures coordination of training affiliate and instructor activity, including processes to maintain active authorized instructors, such as instructor development and continuing education courses, as well as monitoring the instructor renewal schedule.
• Drafts written correspondence to provide information or to address regulatory compliance issues.
• Oversees processing of all paperwork associated with schedules/classes within contractual timelines.
• Conducts new business and current account management calls to promote program and revenue growth.
• Collects and records all program tracking data.

• Works cooperatively with regulatory agency representative(s) and maintain current knowledge of all regulatory requirements.
• Develops and maintains current manual of rules and procedures for staff, training centers, and instructors.
• Oversees preparation of state notifications, reviews any state agency feedback or change management expectations; makes necessary corrections to driver files, re-transmits as appropriate.
• Assures mailing of class evaluations. Monitors responses for feedback regarding instructors and consults with supervisor as needed to ensure coaching/corrective action takes place.
• Maintains accurate and complete documentation for state agency audits.
• Initiates email campaigns as required to include keeping state agency instructors apprised of all regulatory and procedural changes.
• Assists with RFPs and state program contract renewals as required through analysis, documentation, and/or reporting.

• Responsible for end-of-the-month reports on state programs training, revenue, and services.
• Composes written correspondence to customers when necessary.
• Performs other operational, and administrative duties as assigned

• Bachelor’s degree and at least 2 years relevant experience preferred.
•  Associate’s degree with 3-5 years relevant experience also considered.
• At least two years of experience training others, preferably in a call center environment.
• Excellent verbal and written communication skills required.
•  Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
•  Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Experience in a team lead or leadership role in a call center or customer service environment preferred.
• Must be a self-starter, be highly detail-oriented and possess good time management, organizational, decision-making, and interpersonal skills.
• Proven ability to respond to and complete deadlines as well as delegate and organize own work and other’s workflow.
• Ability to independently handle multiple projects simultaneously.
• The hourly Rate for this role is $24.30

• At least 20 PTO days accrued 1^st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b)  with employer match up to 6%
• Reimbursable training
• Student loan pay down
• Dress for your day