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Middle Tennessee State University (MTSU) · 1 day ago

Assistant Director - Call Center/Communications

Murfreesboro, TN

Contract

Onsite

Mid, Senior Level

$60K/yr - $74K/yr

3+ years exp

Middle Tennessee State University (MTSU) is seeking an Assistant Director for their Call Center/Communications department. The role involves providing leadership and management for the in-house call center, overseeing staff, developing training programs, and ensuring operational efficiency while handling escalations and communications.

Higher Education

No H1B

Responsibilities

Provides leadership and management for the in-house call center handling more than 35,000 calls per year

Recruits, hires, trains, supervises and evaluates for 4 call center agents including the management of temporary staff during peak times of the semester

Develops training modules for initial and on-going training and development

Investigates and resolves escalations that arise from students, parents, or university staff, assigns follow-up to staff as needed; determines call center operational strategies through data analysis, conducting needs assessments, capacity planning, and establishing efficiency and customer service standards

Develops and implements quality assurance programs, training, and monitoring staff performance

Serves as the primary contact, trainer, and liaison to a contracted third-party call center (currently Ed America)

Handles all call escalations and issues from that call center and follows up with student requests from them

Uses knowledge across multiple areas of Enrollment Management that include: Admissions, Financial Aid, Scheduling, Records, and Bursar's Office

Assists MT One Stop coordinators when other leadership is not present, serve as backup supervisor in that area

Develop and execute communication plan pertinent to the MT One Stop model, to include texting/call/email campaigns

Perform other related tasks and special projects as assigned

Provides regular reports of call activity, escalations, types of calls, and volume to the Director for use by the AVP and VP

Qualification

Call center managementSupervisory experienceEnrollment managementCustomer serviceData analysisTraining developmentCommunication skills

Required

Bachelor's degree in communications, business, media relations, psychology, education, or related field required

Three (3) years professional, progressively responsible experience in advising, admissions, financial aid, student records, customer service or a related area with increasing responsibilities in a higher education setting with one of the total three years to include supervisory experience

Cover Letter & Resume Required

Proof of U.S. citizenship or eligibility for U.S. employment is required before employment (Immigration Control Act of 1986)

This position requires a criminal background check. Therefore, you will be required to provide information about your criminal history to be considered

Preferred

Four years progressively responsible experience in an enrollment management area i.e. Admissions, One Stop, Registrar, Scheduling, Customer service or related area including prior supervisory experience

Experience in a call center