Assistant Director - Call Center​/Communications

Assistant Director - Call Center/Communications

Job Number: P1295
Work Type: Administrative
Location: Murfreesboro, Tennessee
Categories: Admissions and Enrollment

Serves as a direct report to the Associate Director MT One Stop and provides leadership for the in‑house call center that handles more than 35,000 calls per year. Provides recruiting, hiring, training, supervision and evaluation for four call center agents, manages temporary staff during peak semester times, develops training modules, investigates and resolves escalations, sets operational strategies through data analysis, conducts needs assessments, plans capacity and establishes customer service standards.

Implements quality assurance programs and performance monitoring. Acts as primary contact, trainer and liaison to a contracted third‑party call center (currently Ed America). Handles escalations and follows up on student requests. Uses knowledge across enrollment management areas. Serves as backup supervisor for MT One Stop coordinators. Develops and executes communication plans and performs related tasks and projects.

Bachelor’s degree in communications, business, media relations, psychology, education or related field.

Three (3) years of progressively responsible experience in advising, admissions, financial aid, student records, customer service or related area with supervisory experience.

Four years of progressively responsible experience in an enrollment management area including admissions, one stop, registrar, scheduling, customer service or related area with prior supervisory experience. Experience in a call center.

Cover Letter & Resume Required

• Sick Leave
• Vacation Leave for Administrative/Classified Staff/12‑month Faculty
• 13 paid University holidays
• Medical, dental, vision, and life insurance
• Retirement plans
• Optional 401K and 403B Deferred Compensation Plans
• Educational benefits for the employee and spouse and dependents

MTSU is an equal opportunity employer. All qualified individuals are encouraged to apply.

Proof of U.S. citizenship or eligibility for U.S. employment is required before employment. This position requires a criminal background check. Reasonable accommodations are available. For details, contact 615‑898‑2929 or email emp.