Call Center Manager; OPS Part Time

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• Performs one or more call center functions while working directly with students and families to answer educational questions and concerns.
• Works in coordination with the Assistant Director of One‑Stop, or above, to oversee inbound and/or outbound call center operations and functions.
• Provides assistance to the public over the telephone and through e‑mail or other written correspondence.
• Assists with the day‑to‑day operations of the department, trains and supervises student staff.
• Works independently under the supervision of the Assistant Director, or above.
• Collects and analyzes data as appropriate with discretionary use under FERPA rules for handling all Enrollment Services activities.
• Collaborates in and contributes to institutional policy making and assists key areas of the University in student enrollment, retention and success.
• Works with leadership to plan for and implement regular assessments, including surveys and feedback from students to continually improve functions and services.
• Familiar with or willing to quickly learn the policies, practices and functions of the University of North Florida.
• Performs related duties as required or deemed appropriate to accomplish responsibilities and functions; problem‑solves and troubleshoots.
• Supports One‑Stop in supervision of all One‑Stop call center student employees on occasions of the Assistant Director’s absence.
• Functions under the supervision of the Assistant Director, or above, of One‑Stop Student Services; in the absence, the OPS Coordinator addresses student issues consistent with department and University policies.
• Expected goals and performance levels are established.
• Operates in a collaborative environment and makes decisions consistent with departmental and university expectations and procedures.
• Other duties as assigned.

• Must be able to work flexible shifts between 8:00 a.m. and 7:00 p.m.
• Experience in a customer service setting required.
• Strong interpersonal and communication skills (both spoken and written) are required.
• Must possess strong communication skills for interfacing with the public and collaborating with team members.
• Must have capacity to learn and implement conflict resolution skills.
• Must have strong computer skills and the ability to adapt to new technologies.
• Cannot be a current UNF student.
• This position requires a background check; a credit check may also be required in accordance with university policy.

Mid‑Senior level

Part‑time

Other

Higher Education