Associate Director, Contact Center

The Associate Director of Contact Center is responsible for the daily operations of the Contact Center and supervises all Contact Center personnel. The Associate Director will coordinate professional development and training opportunities for Contact Center staff to support the Financial Aid, Registrar's, and Admissions offices with queries and transactions.

• Oversees and manages the availability of staff responsible for supervising the Registrar's front counter and UHD Contact Center. Provides leadership to a team of staff, enabling staff development and managing employee relations
• Manages the execution of call campaigns for enrollment initiatives and student success. Serves as liaison between the Contact Center and Financial Aid, Admissions, and Registrar's with all student issues and enrollment success matters
• Leads and oversees the document storage and retrieval of student records in the Docuware System. Oversees the system that collects and stores data relating to student Issues. Oversees data collection in the Contact Center, ensuring that the data gathered improves the Enrollment Management department's ability to assess trends that impact the enrollment Target
• Supervises, mentor, and manage full-time and temp staff. Develops and manages customer service business processes and procedures for a transactional customer service experience. Manages resources required for communication in the call center and front counter. Serve as a Customer Service liaison to work and collaborate with all college areas
• Serve as a liaison for the Registrar's office overseeing the Front counter customer service staff and student assistants. Serve as lead in reviewing and processing all Residency appeals. Assist with student records inquiries, registration, and articulation updates.
• Collaborate with enrollment management Units and college departments to build out top customer service information for student guidance and success. Collaborate with Contact Center staff with front counter experience in Admissions, Financial Aid, and Registrar. Collaborate with CRM, Student Business Services, and Transfer Admissions on call campaigns and other initiatives to promote information to students that will help them complete the admissions process, class registration, and payment
• Serve as a liaison for the Registrar's department on the on-campus/off-campus initiatives for Enrollment Management events

• Performs all other duties as assigned

Direct Reports:

• Full-time and Part-time Employees

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Required Education:

• Bachelor's degree

Required Experience:

• Minimum of four (4) years of related job experience

License/Certification:

• Must maintain a valid, current driver's license

• Two years of call center background and knowledge of the Cisco Finesse phone system

Knowledge:

• Knowledge of a higher education environment and the related trends, issues, and accepted practices
• Knowledge of managing a Call center
• Knowledge of relevant university policies and procedures

Skills:

• Good technical skills, including proficiency in MS Office, Cisco phones, Docuware, PeopleSoft and Teams;
• Strong analytical and problem-solving skills;
• Excellent interpersonal and communication skills;
• Good organizational skills

Abilities:

• Ability to train others; ability to develop and execute effective training
• Ability to make presentations;
• Ability to communicate effectively with a wide range of individuals and constituencies in a diverse university community

Primary Work Location:

• Works in an office environment

Physical Demands:

• Work is performed in a typical interior work environment that does not subject the employee to any unpleasant elements;
• Individual has discretion in relation to walking, standing, etc., and has minimal exposure to physical risks

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Problem Solving

• Formulates plans and strategies to proactively resolve anticipated problems.
• Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
• Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Supervision

• Supervises the work of staff employees.
• Sets clear goals and expectations within reasonable timeframes.
• Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
• Provides mentorship and guidance by sharing expertise and best practices.
• Supports staff by providing essential resources, professional development opportunities, and open communication.
• Promptly addresses performance issues with appropriate measures and discretion.

Instruction/Training

• Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
• Generates interest and enthusiasm in the subject or message from the participants.
• Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
• Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
• Displays applicable visuals and provides appropriate written materials to support the presentation.

Computer/Automated System Proficiency

• Proficient in the use of university applications or automated systems to perform job duties.
• Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Functional Expertise

• Possesses comprehensive knowledge and skills in one or more functional areas.
• Effectively applies expertise to identify user issues with existing systems and coordinate resolution with technical staff.
• Understands business processes to successfully integrate them with existing and new systems.
• Competent to coordinate requests for system modifications with technical staff.
• Willing to share expertise and provide functional assistance to others.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.

Operations Management

• Manages department or section operations consistent with department/section goals and objectives.
• Administers the department/section budget ensuring effective utilization of financial resources and appropriate disbursement of funds.
• Fosters a cooperative and productive work environment through motivation, encouragement, and mentorship of staff.
• Ensures department/section compliance with university and department policies, procedures, and work rules.
• Keeps management apprised of department/section activities and issues requiring senior management input.