Assistant Director - Call Center/Communications

MTSU Jobs•Murfreesboro, TN

23h

About The Position

Serves as a direct report to the Associate Director MT One Stop. Provides leadership and management for the in-house call center handling more than 35,000 calls per year. Recruits, hires, trains, supervises and evaluates for 4 call center agents including the management of temporary staff during peak times of the semester. Develops training modules for initial and on-going training and development. Investigates and resolves escalations that arise from students, parents, or university staff, assigns follow-up to staff as needed; determines call center operational strategies through data analysis, conducting needs assessments, capacity planning, and establishing efficiency and customer service standards. Develops and implements quality assurance programs, training, and monitoring staff performance. Serves as the primary contact, trainer, and liaison to a contracted third-party call center (currently Ed America). Handles all call escalations and issues from that call center and follows up with student requests from them. Uses knowledge across multiple areas of Enrollment Management that include: Admissions, Financial Aid, Scheduling, Records, and Bursar's Office. Assists MT One Stop coordinators when other leadership is not present, serve as backup supervisor in that area. Develop and execute communication plan pertinent to the MT One Stop model, to include texting/call/email campaigns. Perform other related tasks and special projects as assigned. Provides regular reports of call activity, escalations, types of calls, and volume to the Director for use by the AVP and VP.

Requirements

Bachelor's degree in communications, business, media relations, psychology, education, or related field required.
Three (3) years professional, progressively responsible experience in advising, admissions, financial aid, student records, customer service or a related area with increasing responsibilities in a higher education setting with one of the total three years to include supervisory experience.

Nice To Haves

Four years progressively responsible experience in an enrollment management area i.e. Admissions, One Stop, Registrar, Scheduling, Customer service or related area including prior supervisory experience.
Experience in a call center.

Responsibilities

Provides leadership and management for the in-house call center handling more than 35,000 calls per year.
Recruits, hires, trains, supervises and evaluates for 4 call center agents including the management of temporary staff during peak times of the semester.
Develops training modules for initial and on-going training and development.
Investigates and resolves escalations that arise from students, parents, or university staff, assigns follow-up to staff as needed; assigns follow-up to staff as needed.
Determines call center operational strategies through data analysis, conducting needs assessments, capacity planning, and establishing efficiency and customer service standards.
Develops and implements quality assurance programs, training, and monitoring staff performance.
Serves as the primary contact, trainer, and liaison to a contracted third-party call center (currently Ed America).
Handles all call escalations and issues from that call center and follows up with student requests from them.
Uses knowledge across multiple areas of Enrollment Management that include: Admissions, Financial Aid, Scheduling, Records, and Bursar's Office.
Assists MT One Stop coordinators when other leadership is not present, serve as backup supervisor in that area.
Develop and execute communication plan pertinent to the MT One Stop model, to include texting/call/email campaigns.
Performs other related tasks and special projects as assigned.
Provides regular reports of call activity, escalations, types of calls, and volume to the Director for use by the AVP and VP.