Assistant Director, CE Systems

Temple University•Philadelphia, PA

1d•$49,250 - $67,658•Hybrid

About The Position

Temple University's University College is hiring an Assistant Director, CE Systems User Support and Training. The position trains LLEE staff users across Temple University schools, colleges, and units through written materials and synchronous and asynchronous courses, and maintains an up-to-date LLEE training curriculum. It assists the Administrative Specialist with program inquiries by phone and email from people interested in Temple's credit, non-credit, and continuing education programs, and helps university schools, colleges, and departments set up conferences in LLEE. The role supports university-wide non-credit and continuing education operations as part of a customer service team. It responds promptly to inquiries from current and prospective students, provides accurate program-specific information across multiple campuses and programs, and helps with CE Systems workflows and daily operations. The Assistant Director collects, reports, and evaluates CE Systems KPIs, including data on calls, tickets, and training delivered, and supervises the Administrative Specialist. The position requires strong student and customer orientation, excellent oral and written communication, team management ability, initiative, and prioritization skills. As part of University College, the role may support events and initiatives across Ambler, Center City, and Harrisburg campuses, advancing the mission and strategic priorities of University College and Temple University. A background check is required due to PII and cash-handling responsibilities. The position has a hybrid arrangement involving on-campus and remote work; its duration is at Temple University's and the department's discretion.

Requirements

Bachelor’s degree.
At least 4 years of related experience.
Ability to troubleshoot and provide customer support in person, over the phone, by email, or over the internet.
Proficiency with Microsoft Office Suite, especially Microsoft Teams, and working knowledge of applicable computer software or ability to learn it.
Proficiency working in a call center environment, including use of software such as Genesys PureCloud.
Excellent written and oral communication skills.
Skills related to forecasting, financial planning, and analysis.
Excellent organizational skills.
Ability to use LLEE and Banner.
Strong student and customer orientation skills.
Ability to manage a team, take initiative, and prioritize.

Nice To Haves

Previous experience with Banner ERP System.
Previous experience using an ERP or continuing education system, such as LLEE, AugusSoft Lumens, Ellucian Banner, or similar systems.

Responsibilities

Train LLEE staff users across Temple University schools, colleges, and units, including new users and users of each LLEE module.
Deliver training through written materials and synchronous and asynchronous courses, and maintain an up-to-date training curriculum.
Assist the Administrative Specialist in responding to program inquiries by phone and email from constituents interested in credit, non-credit, and continuing education programs.
Help Temple University schools, colleges, and departments set up conferences in LLEE.
Respond promptly to phone calls, emails, and inquiries from current and prospective students about credit and non-credit programs.
Provide accurate program-specific information to current and prospective students across multiple campuses and programs.
Collect, report, and evaluate CE Systems KPIs, including data on user phone calls, tickets, and training delivered.
Assist with CE Systems workflows and daily operations.
Supervise the Administrative Specialist.
Support University College events and initiatives across campuses as requested.