Director-Enrollment Management Contact Center

Director-Enrollment Management Contact Center

About the Opportunity

Position Summary

The Director of the Enrollment Management Contact Center leads and manages the Enrollment Management Contact Center staff to ensure responsive, professional and accurate customer service to prospective and current parents and students as well as external constituencies. The University relies on the Contact Center to provide the highest level of customer service to all of its constituents, especially students. The Director manages day to day operations while demonstrating a comprehensive mastery of all contact center functions that are required to track and monitor contact center performance; handles escalated inquiries to customer's satisfaction; represents the Contact Center to internal and external customers; identifies customer service improvements University wide; while ensuring exemplary customer satisfaction processes, tracking and outcomes. The Director of Contact Center Technology and Operations is responsible for developing and coordinating proactive outbound campaigns to improve student enrollment and retention. The Director must have expert knowledge of the areas of the university the Contact Center supports: the College of Professional Studies, Student Financial Services, Undergraduate and Graduate Admissions the Office of Global Services(OGS), and the global campus network to serve as a subject matter expert. The Director works with the management of these areas within the university to identify and address factors impacting call volume, as well as ongoing updates, issues and coordinates overall system usage and data needs. The Director will be required to work outside of regular working hours, including each holiday to modify and test phone line messaging and schedules. The Director plays an active role with vital tasks to ensure all required systems are operative on a daily basis and to assure ACD phone messages are up to date and functioning properly.

The Director of Contact Center Technology and Operations is responsible for implementing, customizing and maintaining various system features within the Automated Call Distributor system, This individual serves an integral role in building and maintaining ACD workgroups and user id's, establishing call routing protocol, defining user skills, as well as develop best practices in support of the application packages. The individual is also responsible for developing and managing a robust testing methodology. In addition the individual works closely with the ACD system vendor engineer's and ITS Network Services on troubleshooting application issues and utilizing Service-Now for root cause analysis and tracking.

The Director of Contact Center Technology and Operations provides guidance and leadership for technology services and represents the Contact Center's technology-related business needs within the division. Using a comprehensive knowledge of organizational strategy and subject-area expertise, Director of Contact Center Technology and Operations collaborates closely with internal business stakeholders as well as with external partners on transformative projects to determine their technological needs, helps business operations groups utilize the ACD system features to improve their efficiency. Ensures computer equipment, hardware, and software are updated to meet organizational needs.
This position is required to stay abreast of emerging technologies and IT trends in order to effectively exploit technological opportunities in accordance with the vision and mission of the Enrollment Management Contact Center, Enrollment Management.

The Director ensures excellent customer service regarding general University information; directing Contacts to specific University Offices; providing assistance and counseling regarding admissions/enrollment and financial aid and billing. On a regular basis the Director responds to varied complex situations that require significant analysis, interpretation and creative solutions to solving problems.

Qualifications

-A minimum of 5 year's supervisory and inbound/outbound customer contact center experience
-Bachelor's degree and/or contact center industry certifications required.
-Must have ability to convey complex technical concepts in understandable business terms, and demonstrate the ability to work both independently and as part of a cohesive cross-functional team.
-Expertise with automatic call distributor system technologies including Five 9 Applications such as Agent, Supervisor, Administrator,, Screen Capture, Dashboards and Reporting. WorkforceManaagement, and, Recorder,
-Experience with Salesforce, Banner 9, PowerFAIDS, AdmitWare,Service Now and other enterprise-level systems required.
-Must have the ability to interact with internal/external customers in a sensitive and diplomatic manner, maintaining positive relationships.
-Excellent follow-up skills and ability to meet aggressive deadlines.
-Requires an extensive time commitment to meet demands of high paced office with intense workload.
-Proven track record of effective and results-driven problem solving and decision-making.
-Excellent analytic skills and decisiveness to act quickly on multifaceted matters as they arise within the contact center.
-Must have a strong background in team management within a multifaceted enterprise environment. Ability to manage diverse resources including training/ quality assurance, technology development and maintenance and operational support staff.
-Requires robust collaboration and communication to effectively handle the broad scope of inquiries crossing various areas of the university.
-Strong interpersonal skills
-Excellence in organizational management with the ability to coach staff, manage, and develop high-performance teams, set and achieve strategic objectives.
-Experience with the development and assessment of contact center metrics.
-Ability to succeed in a rapidly changing fast paced environment.
-Creative thinking skills and solutions-oriented

Position Type

General Administration

Additional Information

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Dedham-MA/Director-Enrollment-Management-Contact-Center_R108744 jeid-894283469446a340a52b471f5745ea7f