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Position Summary: The Metropolitan State University of Denver is an equal opportunity employer. Under minimal supervision, manage day-to-day operations within the Metropolitan State University of Denver newly created Call Center to include inquiry calls from the general/main phone line, Financial Aid, Admissions, and Registrar office. Supervise the MSU Denver online chatting function of the website, which includes advising cross-functional departments on the improvements needed for the MSU Denver website to better assist students and the MSU Denver community. Coordinate all text campaigns targeting MSU Denver students, ensuring each text campaign is consistent with MSU Denver’s overall mission, vision, and image. Promote the University via initial and follow-up telephone and regular e-mail contact. Provide strong and positive customer service. Provide prospective and current students with relevant and accurate information. Support Enrollment Services by leading and organizing needed calling campaigns or student follow-up. Oversee the implementation of newly created VOIP system for call center. Create a dynamic staff schedule in order to cover extended hours that may operate outside of traditional university business hours.
This position requires high level knowledge of administrative concepts and practices, which are used when solving complex problems, creating efficiencies within the Call Center, and planning for future needs of MSU Denver. This position will oversee at least two full-time Call Center staff and hourly/work-study employees. The Call Center is composed by the general/main phone line, Financial Aid, Admissions, and Registrar and online chatting function. Ancillary functions include:
Supervise Call Center staff; schedule staff attendants to ensure coverage of call center; hire student and hourly employees; track data for prospective and current students; manage text campaigns; coordinate and deploy all text campaigns; assist with a variety of calling campaigns to support all university efforts; have a working knowledge of the Family Educational Rights and Privacy Act (FERPA) and ensure call center staff and text campaigns adhere to all polices and protections afforded to the students under FERPA; oversee office purchasing and budget management; answer complex questions regarding institutional policies; provide excellent customer service and deescalate student issues as they arise.
Oversight of the following processes includes:
35% Focus on the improvement of customer satisfaction; hold and wait times, phone & chat survey, implementation of the three C’s: courteous, clear and concise phone/chat support. Oversee daily operations of the five sections of the Call Center. Coordinate the text communication matrix; contact lists, FERPA & marketing compliance, deployment via DialMyCalls and report creation. Lead the Telephone System Committee and serve as gate keeper for the phone trees and voice messages. Maintain main, adjacent phone trees and voice messages up-to-date and functional, which include afterhours message in case of an emergency and campus delay/closure. Resolve escalated calls transferred by Call Center Specialist and student employees.
25% Research, clarify, and resolve a variety of problems dealing with, but not limited to, admissions, financial aid, tuition payment, registration, academic records, residency, refunds and other enrollment related inquiries. Respond to general telephone and electronic inquiries by prospective and current students and assist them with questions about general University policies and procedures. Access internet native banner to address questions regarding admissions, financial aid eligibility, payment deadlines, work-study, residency, transcript request, holds, graduation, college opportunity fund, class registration, MSU Denver Connect access and password reset within the realms of FERPA regulations.
20% Manage a budget; Supervise, coach and work alongside the Call Center staff. Ensure call center is staffed, trained and scheduled appropriately. Direct the office to keep an active and helpful presence of the Call Center at MSU Denver by participating in divisional meetings/events, phone-a-thons, trainings. Work with the Enrollment Services offices to support the mission and objectives. Have an open channel of communication with Admissions, Registrar, Financial aid, Information Desk and the Leadership Team to ensure their respective sections within the call center are updated. Attend professional development trainings, workshops, conventions and conferences.
15% Hire, supervise, train, schedule, and approve payroll for student/hourly employees. Supervise and continually update Call Center staff on University departments, personnel, FERPA regulations and their functions. Compile, analyze and report Call Center, chatting software, text campaigns and customer satisfaction survey data on a monthly basis. Collect and report all pre-/post-test data on Call Center student learning objectives (SLOs).
5% Purchase of office supplies, renewal and improvement of current office equipment, payment of software licenses, text credits, and phone services.
Will require use of conversational Spanish on occasion with community members and students.
Bachelor’s degree in business, education, public administration, public relations, communication or closely related field.
At least four years of experience providing customer service.
At least two years of experience providing supervision and performance management over staff.
At least two years of experience working in higher education or two years working medium to large call center.
Experience using Microsoft Office Suite (Word, Excel, Power Point, and Outlook).
Experience using databases and spreadsheets.
Internet Native Banner and Self-Service Banner student systems experience within admissions, financial aid, registrar, testing center or other related department within higher education.
Experience using Customer Relations Management (CRM) software.
Two years experience in a higher education call center setting.
Experience working in collaboration with colleagues and ability to problem solve.
Experience or ability to manage a budget and conduct purchasing in compliance with institution, federal and state fiscal rules.
Well-developed oral, written, interpersonal communication. Demonstrated decision-making and time management skills.
Fluent in Spanish.
IMPORTANT: In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com.
References refers to a list of three professional references and their contact information.
Official transcripts will be required of the candidate selected for hire.
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