Assoc Dir - Enrollment Management Contact Ctr

About the Opportunity

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

JOB SUMMARY

The Associate Director EMCC assists the Director, in leading and managing the Enrollment Management Contact Center staff to ensure responsive, professional and accurate customer service to prospective and current parents and students as well as external constituencies. Takes a primary role in tracking and monitoring contact center performance specifically with regards to Undergraduate Admissions and Office of Global Services phone calls; handling escalated inquiries to customer’s satisfaction; representing the Contact Center to internal and external customers; identifying customer service improvements University wide; and ensuring exemplary customer satisfaction processes, tracking and outcomes. 

The Associate Director works with management teams within the Enrollment Management division including; Undergraduate Admissions, Office of Global Services, Student Financial Services and other areas of the university as applicable, to identify and address factors impacting call volume; such as informational emails, ebills, late fee assessments, important deadlines etc. as well as ongoing updates and issues. 

The Associate Director serves as subject matter expert for Undergraduate Admissions and Office of Global Services (OGS) information that the EMCC is responsible for communicating with students and families. This requires thorough understanding of these department processes and the ability to confidently relay appropriate messaging to the EMCC team. Identifies training needs regarding phone calls and workflows, works with the EMCC and Admissions and OGS management teams ensure the EMCC team is well equipped to handle calls accurately, while delivering information in a professional manner. Takes primary responsibility for EMCC system implementations, changes, upgrades, etc. 

The Associate Director takes responsibility of tracking overall team performance, working with direct supervisors to ensure proper coaching, feedback and training is provided.  Follow up on trainings to ensure absorption of content delivered to the EMCC team. Utilize systems to ensure call quality across the EMCC team, identifying training needs and providing solid feedback to team members.

MINIMUM QUALIFICATIONS

• A minimum of 5+ year’s supervisory experience; with preference for experience in an inbound business to consumer contact center environment  

• Bachelor’s degree required, contact center industry certifications preferred  

• Excellent technical skills, understands and has used contact center technologies, experience with Service Now, Slate, Sunapsis, Ellucian Banner, PowerFaids and/or other enterprise-level systems preferred.

• Understanding of Admissions cycles, knowledge of international student status requirements preferred.

• Must have the ability to interact with internal/external customers in a sensitive and diplomatic manner, maintaining positive relationships.

• Extensive knowledge of department and business partner processes. 

• Excellent analytic skills and judgment to make effective decisions on action needed to complete appropriate projects.  

• Knowledge of contact center performance metrics, both real time and historical is essential. 

• Proven management skills that emphasize team building and strong leadership ability to provide clear direction to the department. 

  Ability to thrive in a rapidly changing fast paced environment, excellent follow-up skills and ability to meet aggressive deadlines. 

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Undergraduate Admissions and Office of Global Services Liaison

• Provide leadership and supervision for Senior Assistant Directors, while serving as primary contact regarding EMCC/Admissions/OGS communication, information and updates to organize and disseminate pertinent to the EMCC team. Work closely with the business unit leadership team to strategize on proactive student communication. 
• Serve as subject matter expert for the complex Admissions and OGS topics EMCC is responsible for and advocate for informational needs of the EMCC. Work with the EMCC team to ensure all are well equipped with adequate information to appropriately provide service to students/parents. 
• Track and report trends timel