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Director of the Call Center

Metropolitan State University of Denver
Colorado, United States
Salary Not Specified
Posted date
Jul 22, 2021

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Position Type
Administrative, Student Affairs, Admissions, Enrollment, Retention & Registrar, Chief Student Affairs Officers & Vice Presidents, Financial Aid, Other Student Affairs, Executive, Executive Directors
Employment Type
Full Time
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Posting Number A01680 Position Title Director of the Call Center Position Number E00994 Salary for Announcement
The salary range is $57,600- $96,200.
The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.
The above salary range represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting. MSU Denver offers a full benefits package.

Pay Grade
18 Employee Category Professional staff Department Financial Aid EClass Code Full Time Professional Staff Position Summary
This position provides critical oversight, organization, and leadership for the Enrollment Call Center. The director works dynamically to ensure efficient team production, a commitment to timely and high-quality services, strategic integration of office goals and mission into unit outputs. The director leads and manages daily operations within the Enrollment Call Center to include inquiry calls from the general/main phone line, Financial Aid, Admissions, and Registrar office as well as the chatbots.
This role includes a significant level of collaboration with Enrollment Management units to ensure timely and accurate dissemination of information, appropriate escalation of student or systemic issues, supervision and development of full-time coordinators and student staff.
This position consistently monitors, tracks, reports and assesses unit services and inquiries used to shape functional roles and processes in the Admissions, Financial Aid and Registrar Offices. This position recommends improvements needed for the offices that are represented based on communication from students and other campus constituents.
The director will promote and model positive customer service and university representation via the phone, text, and chat utilities. This position will support Enrollment Services by leading and organizing needed calling campaigns. The director will coordinate implementation and use of the phone system for the Call Center as well as the development and maintenance of the chatbot applications.
The director is responsible for full engagement into strategic enrollment management services initiatives including recommending, establishing, and administering procedures and policies related to the Enrollment Call Center functions. The director participates in the Office of Financial Aid and Scholarships leadership team as well as interdepartmental leadership teams and meetings. This position will report to the Executive Director of Financial Aid and Scholarships and must support and engage in Anti-Racism efforts pursued by the Office of Financial Aid and Scholarships and the Enrollment Management Division.
IND208 Duties/Responsibilities
Unit Leadership
  1. Lead the Enrollment Call Center through professional management, administrative concepts and practices used for complex problem solving, managing process improvement in outside departments, creating efficiencies within the Call Center and planning for future needs.
  2. Oversee production of the full-time Call Center Coordinators and more than 30 student employees.
  3. Participate in leadership meetings as the subject matter expert for Call Center functions including student-centered information on Financial Aid, Admissions and Registrar.
  4. Lead the development and maintenance of unit policy and procedures as well as any unit strategies or initiatives as required by regulatory changes or streamlining efforts.
  5. Direct the implementation and assessment of strategic goals into unit function.
  6. Participate in leadership initiatives within and outside OFAS, including department leadership meetings.
  7. Build and maintain the foundations and standards for high quality and positive service within Call Center.
  8. Work with the Enrollment Management offices to support the mission and strategic objectives of departments and University.
  9. Provide open channels of communication with Admissions, Registrar, Financial aid, Information Desk, and the Financial Aid Leadership Team to ensure their respective sections within the Call Center are current on all service initiatives.
  10. Attend professional development trainings, workshops, conventions and conferences.
  11. Continually assess Call Center services and develop/maintain quality control measures.
  12. Ensure Call Center and student employees are adequately trained in their areas focus. Develop and maintain a strategic training culture.

ITS Partner
  1. Collaborate with the ITS team to make sure that Call Center technology, including the phone system, is functioning properly during peak levels of service.
  2. Participate in meetings to discuss current and future call center infrastructure. Set up students in the phone system as agents after they are hired.

  1. Employ University mission and values to enhance student service, improve hold and wait times.
  2. Maintain contact lists, escalation process, FERPA and compliance.
  3. Maintain main, adjacent phone trees, voice messages and chat functions as up-to-date and functional, including after hours message in case of an emergency and campus delay/closure.
  4. Resolve escalated calls or chats transferred by Enrollment Call Center Specialists and student employees.
  5. Research, clarify, and resolve a variety of systemic and service-related issues dealing with, but not limited to admissions, financial aid, tuition payment, registration, academic records, residency, refunds, and other enrollment related inquiries.
  6. Maintain current knowledge of federal, state, and institutional regulation and policy/procedures governing each supported departments’ functions.

Outreach and Training
  1. Monitor the Call Center budget including: Student employee work-study and hourly funds availability, Call Center supplies, and professional development costs.
  2. Request additional hourly funds as necessary to maintain coverage on the phones. Ensure the Call Center is always sufficiently staffed.
  3. Coordinate with external departments to help promote their activities through the chatbots, and coordinate with other events and policies across campus.
  4. Produce reports on phone and chatbot functions on a regular basis. Share reports with leadership on a regular basis and escalate any areas for concern in a timely manner.
  5. Develop and deliver internal training to keep teams up to date.
  6. Serve as the Office of Financial Aid and Scholarships representative to institutional, federal, and state entities as needed.
  7. Other duties as assigned
Required Qualifications
  • Bachelor’s degree.
  • At least five years of experience providing customer service.
  • At least three years of experience in a management or leadership role within a professional organization.
  • Two years of experience in a higher education or comparable and relevant large organization.
  • Experience working within the framework of FERPA regulations.
  • Experience using Microsoft Office Suite (Word, Excel, Power Point, and Outlook).
Preferred Qualifications
  • Internet Native Banner and Self-Service Banner student systems experience within admissions, financial aid, registrar, testing center or other related department within higher education.
  • Experience using Customer Relations Management ( CRM ) software.
  • Two years’ experience in a higher education call center setting.
  • Experience managing a budget and conduct purchasing in compliance with institution, federal and state fiscal rules.
  • Bilingual in English/Spanish.
  • Knowledge of current federal, state, and institutional regulations and policies/procedure governing Financial Aid, Admissions, and the Registrar’s Office.
Work Hours
M-F 8-5 Work may include occasional evening and weekend hours. Posting date 07/20/2021 Closing date Closing Instructions Open Until Filled To ensure full consideration, applications must be received by 11:59pm (MT) 08/03/2021 Special Instructions to Applicants

IMPORTANT : In order to be considered as an applicant you must apply via the online application system, .

References refers to a list of three professional references and their contact information.

Official transcripts will be required of the candidate selected for hire.

Talent Team Representative Sophia Montano Talent Team Representative E-mail Benefits
MSU Denver is pleased to offer our current and potential employees a wide array of benefit options. To learn more, please visit the following link:

Employee Benefits Offerings

Diversity Statement
Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 50% first generation students and over 45% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.
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