Manager Student Call Center

Collin College•McKinney, TX

1d•$59,472 - $72,527•Onsite

About The Position

Supervise, train and assist call center staff in fielding calls from students and parents that require assistance to successfully complete the process of applying for and registering to Collin College. Hire, train, and prepare Student Call Center team members to respond to customer questions and complaints and troubleshoot problems with services to students and parents in the areas of Student and Enrollment Services, including but not limited to Admissions, International Students and Registration. Ensure team members understand and comply with all Student Call Center objectives, performance standards, and policies.

Requirements

Bachelor's degree from an accredited institution and three (3) years of related experience required.
One (1) year of supervisory experience required.
Knowledge of student information system software
Knowledge and understanding of federal and state and Collin College regulations, policies and procedures
Knowledge and understanding of admission requirements and student enrollment procedures
Knowledge of Cisco agent phone system including reporting function
Knowledge of call center administration
Knowledge of Collin College HR policies and procedures
Knowledge of all associated student enrollment websites
Customer service skills
Organization skills
Interpersonal skills
Verbal and written communication skills
Supervisory and leadership skills
Conflict resolution skills
Ability to pay attention to detail
Ability to train staff
Ability to analyze and troubleshoot problems
Ability to work as part of a team
Ability to research

Responsibilities

Oversee the day-to-day operations of the Student Call Center, ensuring processes are running smoothly and that the calls are being handled effectively, expediently and according to department and Collin policies and procedures. This includes spot checking calls to ensure they are being handled appropriately.
Receive transferred calls from staff members when unusual or difficult issues or circumstances are encountered with students or parents.
Provide on-going training, guidance, mentoring, feedback and motivation to staff to ensure competent performance while adhering to department and Collin policies and procedures with the end goal of ensuring that students are served well and that the college is represented in the best way possible, while promoting an atmosphere of teamwork.
Minimize call escalation through effective coaching, support, training and understanding of departmental procedures to maximize utilization of resources.
Oversee and assist in resolving student complaints. Forward or escalate to appropriate management personnel when unable to resolve at their level.
Resolve problems with employees when possible. Forward or escalate to the director as necessary.
Improve team performance by monitoring real-time data and reports, identifying and implementing work efficiencies through process improvement techniques.
Manage Student Call Center staff with regards to scheduling, monitoring attendance and leave requests, ensuring accuracy of hours worked and adherence to department and Collin policies and procedures.
Identify individual and group training needs and work with the management team to develop the best approach for implementation and improvement.
Oversee and supplement training of new hires, ensuring full understanding of department and Collin policies and procedures.
Perform other duties as assigned.
Perform all duties and maintain all standards in accordance with college policies, procedures and Core Values.