Call Center Operations Supervisor / Enrollment Services Specialist II/S

MSU Internal Job Postings Details•East Lansing, MI

6d•Remote

About The Position

This position provides professional supervisory leadership within the Spartan One-Stop Call Center and is responsible for supervising assigned full-time staff and ensuring the effectiveness, consistency, and quality of call center operations. Serving as a co-leader of the call center, this role exercises independent professional judgment in resolving high-level and sensitive escalations, analyzing service trends, and recommending operational and process improvements that impact overall service delivery. Major Duties: Serve as Co-Leader of the Spartan One-Stop Call Center , providing professional supervisory leadership and operational oversight. Directly supervise assigned full-time staff, including performance evaluation, corrective action, coaching, and professional development. Exercise independent professional judgment in resolving high-level, sensitive, and complex escalated student situations across multiple functional areas. Serve as an escalation authority for complex issues involving Financial Aid, the Office of the Registrar, and Student Accounts. Monitor call center metrics, case activity, and service trends; review call recordings to ensure accuracy and quality. Identify operational risks, service gaps, and improvement opportunities; recommend and support implementation of process enhancements. Coordinate staffing plans and workload distribution to ensure consistent service levels. Collaborate with Enrollment Services IT to address system or technology issues impacting call center operations. Serve as a case manager for complex student service matters, ensuring timely resolution and follow-up. Support leadership with operational planning, continuous improvement initiatives, and service optimization. Advocate for student issue resolution while delivering high-quality, student-centered service across in-person, online, and phone channels. Apply institutional policies, regulatory requirements, and student information systems (e.g., SIS, CRM) to support accurate service delivery and effective collaboration with campus partners. Deliver high-quality, student-centered service across in-person, online, and phone channels. Resolve complex student service issues using a holistic, case-management approach and ensure timely follow-up. Facilitate and advocate for issue resolution across Financial Aid, the Office of the Registrar, and Student Accounts. Apply policies, regulations, and student information systems (e.g., SIS, CRM) to support accurate service delivery and collaborate effectively with campus partners. Financial Aid Analyze student and family financial data to determine aid eligibility using independent professional judgment. Resolve financial aid issues, revise awards, and communicate impacts to students. Interpret and apply federal, state, and institutional regulations, including approved exceptions. Serve as a resource to staff and explain aid packaging, eligibility, budgeting, and related billing impacts to students and families. Registrar Access, analyze, and maintain student records in the student information system. Interpret and apply registrar policies to resolve intermediate-level issues across degree progression, registration, records, readmission, fee classification, transfer credit, and classroom scheduling. Process transcript requests in compliance with FERPA. Coordinate advanced issue resolution with the Office of the Registrar and campus partners. Student Accounts Analyze and resolve student billing, charges, credits, and refund issues. Determine eligibility for fee waivers, holds, and transcript overrides. Assist students and families with payment options and payment plans.

Requirements

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program
three to five years of related and progressively more responsible experience in customer service, student services, or a call center environment
experience supervising full-time staff
or an equivalent combination of education and experience.

Nice To Haves

Experience in higher education or student services
experience with CRM or call center systems
demonstrated ability to analyze service trends and lead operational improvements.

Responsibilities

Serve as Co-Leader of the Spartan One-Stop Call Center , providing professional supervisory leadership and operational oversight.
Directly supervise assigned full-time staff, including performance evaluation, corrective action, coaching, and professional development.
Exercise independent professional judgment in resolving high-level, sensitive, and complex escalated student situations across multiple functional areas.
Serve as an escalation authority for complex issues involving Financial Aid, the Office of the Registrar, and Student Accounts.
Monitor call center metrics, case activity, and service trends; review call recordings to ensure accuracy and quality.
Identify operational risks, service gaps, and improvement opportunities; recommend and support implementation of process enhancements.
Coordinate staffing plans and workload distribution to ensure consistent service levels.
Collaborate with Enrollment Services IT to address system or technology issues impacting call center operations.
Serve as a case manager for complex student service matters, ensuring timely resolution and follow-up.
Support leadership with operational planning, continuous improvement initiatives, and service optimization.
Advocate for student issue resolution while delivering high-quality, student-centered service across in-person, online, and phone channels.
Apply institutional policies, regulatory requirements, and student information systems (e.g., SIS, CRM) to support accurate service delivery and effective collaboration with campus partners.
Deliver high-quality, student-centered service across in-person, online, and phone channels.
Resolve complex student service issues using a holistic, case-management approach and ensure timely follow-up.
Facilitate and advocate for issue resolution across Financial Aid, the Office of the Registrar, and Student Accounts.
Apply policies, regulations, and student information systems (e.g., SIS, CRM) to support accurate service delivery and collaborate effectively with campus partners.
Analyze student and family financial data to determine aid eligibility using independent professional judgment.
Resolve financial aid issues, revise awards, and communicate impacts to students.
Interpret and apply federal, state, and institutional regulations, including approved exceptions.
Serve as a resource to staff and explain aid packaging, eligibility, budgeting, and related billing impacts to students and families.
Access, analyze, and maintain student records in the student information system.
Interpret and apply registrar policies to resolve intermediate-level issues across degree progression, registration, records, readmission, fee classification, transfer credit, and classroom scheduling.
Process transcript requests in compliance with FERPA.
Coordinate advanced issue resolution with the Office of the Registrar and campus partners.
Analyze and resolve student billing, charges, credits, and refund issues.
Determine eligibility for fee waivers, holds, and transcript overrides.
Assist students and families with payment options and payment plans.