Senior Coordinator, One Stop Contact Center

University of North Texas System•Denton, TX

2d•Onsite

About The Position

The UNT One Stop Contact Center is part of the university’s newly formed Division of Enrollment Integrated Student Services One Stop team. Committed to enhancing the overall student experience, this innovative team brings together expertise and resources from across the Division of Enrollment to seamlessly support a student’s UNT journey. The goal is to simplify students’ interactions with the institution and create a supportive environment. The Senior Coordinator functions as a team lead for members of the One Stop Contact Center team to maximize accuracy and deliver an exceptional student experience. The coordinator fosters a student-service-oriented culture by promoting a strong commitment to meeting student needs, ensuring their success, and continuously improving their experience throughout their journey. This position serves as a resource to others for resolution of complex student problems and issues. Key responsibilities include coaching and mentoring team members, resolving escalated customer issues, monitoring call center metrics, and assisting department leadership in identifying process improvements to enhance effectiveness.

Requirements

Bachelors degree in a related field and two years of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.
Excellent interpersonal, written, and verbal communication, critical thinking and administrative skills.
Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities.
Proven ability to work effectively as a team member.
Experience in Microsoft Office Suite, student information systems, CRM.

Nice To Haves

Bachelor's degree in related field and two years of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.

Responsibilities

Provide leadership for a team of student experience representatives within the One Stop Contact Center. Includes but is not limited to, daily oversight, new hire integration, timekeeping, leave management, schedules, participation with annual review process, quality assurance assessment, training, and case management.
Counsel, advise, investigate, solve problems and resolve questions and issues escalated from functional team. Provide further escalation to director and/or home offices as necessary.
Respond to and resolve escalated customer inquiries and complaints with professionalism and empathy, ensuring a positive customer experience. Provide real-time support and guidance to call center agents, helping them navigate difficult calls and improve their problem-solving skills.
Assist students in navigating their student experience across division pathways by phone or through virtual pathways. Support One Stop Contact Center model with active call activities when needed – examples include but are not limited to break and lunch rotations and peak periods.
Provide advanced direct assistance to students, families, and campus partners in support of a holistic and simplified student experience. Deliver accurate, timely, and student-centered support across enrollment and financial service areas through in person, phone, virtual, and case management channels while assisting with the day-to-day UNT One Stop operations and retention-focused initiatives across all One Stop locations.
Monitor and manage Microsoft Teams chat channels to ensure effective and efficient communication and services across call center. Provide real-time support to representatives, answering questions and guiding them through complex customer interactions.
Provide oversight for team case management in Salesforce. Follow-up with both students and Center leadership regarding referrals and outcomes. Manage and resolve One Stop Contact Center Escalation queue.
Assist Director with department projects as needed, including but not limited to documentation, technology, engagement, case management, and training.
Lead by example and encourage others to provide outstanding assistance to students. Offer guidance and resources and foster an empathetic and respectful environment that values each student’s unique perspective.
Adhere to all institutional, state and federal guideline and regulations, including FERPA and participate in professional development on a continual basis to maintain compliance.