Student Success Supervisor

Compensation

$21.04-$25.25 Limited Term End Date

4-28-2024

Position Summary

Under general supervision from the Associate Director of Contact Center, the Contact Center Supervisor positions entails organizing and directing the daily activities of the call center’s operation.

The main responsibility of a call center supervisor is to manage, train, and guide call center agents to execute their tasks.

The supervisor monitors agents, resolves problems and complaints, calculates call center performance, and creates and analyzes reports.

The Contact Center Supervisor also prepares and develops schedules to control adequate staffing levels.

Duties & Responsibilities

• Provides information and assistance related to a broad range of CNM services and programs, which includes financial aid and enrollment processes and eligibility, assessment exams, GED / ABE class information, student resources, college events and programs, campus locations, housing, and social support services.
• Provides for the day-to-day supervision of assigned Contact Center regular staff and student personnel including the dissemination of information, orientation, training, reviewing work for quality and completeness, assists with the assessment of performance, setting schedules;

and submits requests for administrative approvals such as schedules, leave requests, and time sheets, provides technical support and guidance, training and staff development.

• Updates database records, utilizes customer relations management and Banner student system, completes online forms, prepares reports and performs a variety of other administrative support.
• Maintains current knowledge of institutional and community-based programs, resources, and support services available to the CNM community.

Initiate outbound and handle inbound calls, chats, emails, Instant Messaging, MS SharePoint, and other communication tools.

Serves as an information resource related to Contact Center operations, systems, and programs, monitors student and community information needs;

performs a high level of customer contact related to internal and external programs, resources, and support services and participates in a variety of departmental and division meetings, as well as quality improvement programs and processes, and other institutional initiatives, as needed.

• Performs a high level of customer contact related to internal and external programs, resources, and support services.
• Creates and maintains monitoring standards for Contact Center Information Specialist. Conducts analysis of monitoring results and provides feedback and recommendations to call center / customer service quality assurance manager.

Schedules and coordinates the staff of the Contact Center employees. Ensures that customer service performance adheres to organizational standards.

• Prepares and develops schedules to control adequate staffing levels.
• Ensures Contact Center performance goals are met, including those related to customer satisfaction, service quality, and productivity.

Monitors and evaluates staff members through careful and regular assessment to improve performance and achieve expected volume.

Ensures that customers' questions and problems are resolved adequately and efficiently.

• May personally respond to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed.
• Analyzes, reports on, and resolves customer and operational issues that negatively impact service quality. Facilitates problem solving by establishing and maintaining active communication throughout the organization.
• Performs other related duties of a similar nature and level as assigned.

Minimum Qualifcations :

• Associates degree in Business Administration or in a related field and four (4) years of related experience which includes one (1) year of supervisor experience.
Preference :
• Bilingual
• Bilingual

Best Consideration 4 / 21 / 24

EEO STATEMENT :

As an EEO employer, Central New Mexico Community College will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation.

Central New Mexico Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.