Call Center Manager​/Enrollment Management

Position: Call Center Manager/ Enrollment Management
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Title:

Call Center Manager/ Enrollment Management## Position Type:

Professional / Unclassified## Department:

LSUAM Pres - EM - Rec - Events - Visit Experience and Campus Engagement (Gabe Sigl ))##

Work Location:

1105 Ruffin G. Pleasant Hall## Pay Grade:

Professional##

Job Description:

The Call Center Manager position within Louisiana State University's Office of Enrollment Management & Student Success will play a key collaborative role in advancing the university and meeting the enrollment objectives. The individual, with general oversight from the Associate Director of Events & Strategic Partnerships, will be responsible for the strategic development of the Call Center, which includes working to constantly improve customer service of incoming/ outgoing calls, emails, and visitors to the Office.

Responsible to ensure that this plan aligns with the strategic plan and University’s goals.

Daily supervision of customer service and guest experiences within the Call Center. Includes oversight in the design, planning, and implementation of all Call Center initiatives. This position is responsible for hiring and training student employees, creating and maintaining a policy and procedure manual, ensuring quality assurance, analyzing data for effective use of resources, maintaining budget/ inventory for the Call Center, reviewing phone and email scripts, and overseeing staffing needs and assignments.
** Call Center Management (35%)
*** Responsible for daily management of the Call Center, including managing the volume of incoming/ outgoing calls and messages regarding Enrollment Management & Student Success for both prospective and current students.
* Develops, implements, and executes classroom-style training for employees which includes policy manuals and presentations.
* Prepares and manages call center budget, ensuring the most cost-effective spending.
* Conducts initial and continued training of staff and student workers in accordance with Admissions, Financial Aid, and FERPA regulations.
** Admissions Evaluation and Decision Making (15%)
*** Assists with all phases of the application processing, review and admission decision.
* An ability to complete timely review of applications from an assigned set of high schools and assists others as needed. File review activities include monitoring files for completeness, ensuring accurate and fair decisions, fielding questions from applicants, and notifying the secondary readers of significant exceptions requiring review.
** Staffing (15%)
*** Responsible for appropriately staffing the call center to meet the demand of incoming/ outgoing calls, emails, texts, and front desk visitors.
* Plans and implements procedures and systems to maximize operating efficiency by analyzing statistics for incoming calls.
* Establishes a set incentive program (merit system) regarding goals and quality assurance.
* Sets employee goals and objectives.
* Monitors and approves students’ time submissions each week.
* Schedules students to ensure appropriate coverage for timely email and phone call responses.
* Responsible for the onboarding, hiring, and training of all student employees.
** Quality Assurance (15%)
*** Ensures quality assurance through call auditing, mock calls, and service observation.
* Establishes and monitors a quality control system while identifying areas of improvement in the quality system to detect and correct problems.
* Analyzes data from customer surveys and uses this to inform trainings and best practices.
* Responsible for resolving customer complaints and non-conformance issues.
* Evaluates current business processes and systems by remaining knowledgeable of new technology in communication area, implementing new strategy when possible.

** Script Management (10%)
*** Reviews and edits telephone/ email…