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Manager, Contact Center

Basic Position Information

Job Code: 2401

Title: Manager, Contact Center

Department: Registrar

Essential Personnel: N/A

Job Family: Student Operations

Job Sub-Family: Student Support

FLSA Classification: E

Job Grade: 14

Grade Min: $52,981

Grade Mid: $63,578

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: Individualized

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Manager, Contact Center supervises a team of staff in a call center environment that assists students and families with Financial Aid, Admissions, and Registrar queries and questions.

Duties

  • Serves as liaison between the Contact Center and the Financial Aid, Registrar, and Admissions departments on all matters pertaining to student issues.
  • Oversees the system that collects and stores data relating to student issues.
  • Serves as coordinator for the UHD Pathways Program, and as liaison between UH System schools.
  • Provides information and support to students for areas outside of Financial Aid, Registrar, and Admissions, connecting students with the appropriate department as necessary.
  • 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.
  • Provides leadership to a team of staff, enabling staff development and managing employee relations.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • Full Time and Temporary 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.

Qualifications

Required Education:

  • Bachelor's degree

Required Experience:

  • Minimum of five (5) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of the operations of the Admissions, Financial Aid, and Registrar's departments, and of the related trends, issues, and accepted practices;
  • Knowledge of the operations of a call center;
  • Knowledge of a phone tree system.

Skills:

  • Good technical skills, including proficiency in MS Office and PeopleSoft;
  • Strong customer service skills;
  • Good logical and analytical problem solving skills;
  • Strong organizations, time management, and project planning skills;
  • Excellent interpersonal and communication skills.

Abilities:

  • Ability to resolve conflict;
  • Ability to recommend best practices on how calls are answered, returned, and recorded;
  • Ability to collect, verify, and report data.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is performed in a typical interior work environment which 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.

Position Specific Competencies

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.

Customer Relations Management

  • Ensures customer's needs and expectations are addressed within his/her department or section. (Customers can be students, external constituents, employees, or university guests.)
  • Mentors and guides department/section staff by sharing knowledge and best practices to appropriately respond to customer's requests.
  • Monitors staff interactions with customers for professional conduct, consistent application of university policies and procedures, and follow up of outstanding requests.
  • Assumes responsibility for addressing complex or unusual requests.

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.

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.

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.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:11 AM