Senior Assistant Director-Enrollment Management Contact Center
Requisition Number: STFR003758
Division/College: Enrollment Management
Full-time/Part-time: Full Time
The Senior Assistant Director of the Enrollment Management Contact Center is responsible for overseeing a team of Enrollment Contact Representatives. The individuals in this role will serve as a direct supervisor and will have a strong focus on customer service, process development and overall unit management. Major responsibilities include managing the Enrollment Management Contact Center Staff to ensure responsive, professional and accurate customer service to prospective and current parents and students. Other responsibilities include staff training, mentoring, development, and supervision; tracking and monitoring Contact Center performance; handling escalated inquiries to customer's satisfaction; representing the Contact Center to internal and external customers and identifying customer service improvements university wide. This position will be the primary point of contact for Student Finances Services, College of Professional Studies and Contact Center Technology and Reporting. As such, the Senior Assistant Director will be the liaison for each respective area and be responsible for staying current with all changes; ensuring communication is disseminated to appropriate personnel and resolving problematic issues in a timely manner. Responsibilities will include regular meetings with Directors and Managers to receive updates, provide common call trends, and make suggestions for improvement based on customer feedback. The Senior Assistant Director provides technical support for the various systems utilized by the Contact Center, ensures proper functionality of all EMCC computers, phones, head sets and other devices the department uses to run efficiently.
The role of the Senior Assistant Director is to provide operational, procedural and product support to the Contact Center representatives, while projecting a positive image and fostering a respectful team environment. When volume dictates responds to customer inquiries. This position is responsible for expediting sensitive operational issues and will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. The Senior Assistant Director works with management teams of College of Professional Studies, Telephone Services, Admissions, and Student Financial Services to ensure effective daily operations.
Minimum of Bachelor’s Degree is required plus three to five years relevant experience. This position will require excellent interpersonal, time management and communication skills. The candidate will have a positive outgoing personality, the ability to work in a fast paced environment, demonstrated leadership ability and a self-starter attitude. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential. The candidate will have demonstrated a strong working knowledge of various databases and office applications such as SunGard Banner, Salesforce, SharePoint, Apply Yourself, PowerFaids, Interactive Intelligence applications and the Microsoft Office suite. Experience with Interactive Intelligence software and familiarity with computer hardware is required. Ability to work on multiple tasks and projects independently is a must. The ideal candidate will possess agility and willingness to independently research and learn new and innovative technologies and applications. Ability to communicate with IT personnel and customers at all levels in a professional and articulate manner. This position is housed on the Dedham campus. It will require a flexible work schedule and include hours outside of regular work schedule.
To be considered for this position please visit our web site and apply on line at the following link: [email protected]
Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.
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