Call Center Manager (OPS Part Time)

Call Center Coordinator

Job Functions :

• 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 email or other written correspondence.
• Assist with the day-to-day operations of the department. Train and supervise student staff.
• Will work independently under the supervision of the Assistant Director, or above.
• Collects and analyzes data as appropriate with discretionary use under FERPA rules, for use in handling all Enrollment Services activities.
• Collaborates in and contributes to institutional policy making and assisting 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 in an effort to continually improve functions and services in the office.
• Must be familiar with or be willing and able to quickly and accurately learn the policies, practices and functions of the University of North Florida.
• Performs related duties as required or deemed appropriate to the accomplishment of the responsibilities and functions of his / her area(s). Problem solves and trouble shoots.
• This position will support One-Stop in supervision of all One-Stop Call Center student employees in occasions of the Assistant Directors absence.
• Will function under the supervision of the Assistant Director, or above, of One-Stop Student Services. In the absence of the Assistant Director, or above, the OPS Coordinator will be empowered to address issues raised by students consistent with department and University policies and procedures.
• Expected goals and performance levels will be established.
• Will be expected to function in a collaborative environment and make decisions consistent with departmental and university expectations and procedures.
• Other duties as assigned.

Departmental Requirements :

Statement(s) of Understanding :

This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.