Director Student Services Communications Center
The Director is responsible for supervising, organizing, and directing the daily activities of the Student Services Communications Center. This position serves university customers by planning and implementing communications center strategies, operations, and systems; maintaining a positive, motivating, and high-energy working environment, and managing staff to promote the enrollment and retention goals of the University.
Essential Duties and Responsibilities:
Determine communication center operational strategies by conducting needs assessments, software performance reviews, and cost-benefit analyses of the tools used. Supervise a team of Customer Service Representatives to include recruiting, selecting, assigning, coaching, counseling, and any appropriate disciplinary actions; monitor staff productivity to adhere to high-quality customer-service standards. Regularly review functionality of state-of-the-art technologies for ongoing improvements to enhance the customer service experience. Acts as a resource in answering complex and escalated CSR’s questions. Use analytical skills to assess trends and evaluate plans; provide analysis information to the departments served by the Communications Center and across campus. Identify issues; determine a positive resolution; document successful outcomes. Perform work in ways the positively contribute to the university’s successful achievement of enrollment and retention goals. Performs other duties as assigned.