Senior Assistant Director

Senior Assistant Director

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
The Senior Assistant Director of the Enrollment Management Contact Center is responsible for overseeing a team of Enrollment Contact Representatives and Team Lead. The individuals in this role will serve as a direct supervisor and will have a strong focus on customer service, process development and overall unit management.

Responsibilities:
Major responsibilities include managing the Enrollment Management Contact Center Staff to ensure responsive, professional, and accurate customer service to prospective and current parents and students. Other responsibilities include staff training, mentoring, development, and supervision; tracking and monitoring Contact Center performance; handling escalated inquiries to customer's satisfaction; representing the Contact Center to internal and external customers and identifying customer service improvements university wide. This position will be the primary point of contact for the Office of Global Services (OGS) and Contact Center Technology and Reporting. As such, the Senior Assistant Director will be the liaison for the Office of Global Services and be responsible for staying current with all changes and guidance from the U.S. Department of Homeland Security, Refugees and Citizenship Canada (IRCC), UK Visas and Immigration (UKVI) and other relevant government agencies; ensuring communication is disseminated to appropriate personnel and resolving customer service, problematic issues in a timely manner. Responsibilities will include regular meetings with Directors and Managers to receive updates, maintenance of the OGS knowledge base in collaboration with OGS team, establish/evolve escalation matrix with OGS, provide common call trends, and make suggestions for improvement based on customer feedback. The Senior Assistant Director provides technical support for the various systems utilized by the Contact Center, ensures proper functionality of all EMCC computers, phones, headsets and other devices the department uses to run efficiently. The Senior Assistant Director is responsible for providing/maintaining appropriate access levels to systems, troubleshooting any potential systems issues, collaborating with other parties to build new tools and functions in the systems, and will provide customer service support to systems users. He/she is required to work after hours, on holidays and during inclement weather to assure the systems and messaging are updated and accurate. The role of the Senior Assistant Director is to provide operational, procedural and product support to the Contact Center representatives, while projecting a positive image and fostering a respectful team environment. When volume dictates, responds to customer inquiries. This position is responsible for expediting sensitive operational issues and will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. The Senior Assistant Director works with management teams of the Office of Global Services, and Telephone Services, to ensure effective daily operations and staffing levels are maintained including plans for cyclical peaks.

Qualifications:
Minimum of bachelor's degree is required plus three to five years relevant experience. This position will require excellent interpersonal, time management and communication skills. The candidate will have a positive outgoing personality, the ability to work in a fast-paced environment, demonstrated leadership ability and a self-starter attitude. A demonstrated sensitivity and understanding of the needs and concerns of a diverse population is also essential. The candidate will have demonstrated a strong working knowledge of various databases and office applications such as Ellucian Banner, Salesforce, Sunapsis, Service Now, SharePoint, Apply Yourself, Five9 applications and the Microsoft Office suite.
Experience with Five9 software and familiarity with computer hardware is required. Ability to work on multiple tasks and projects independently is a must.
Prior experience as a Designated School Official (DSO), Alternate Responsible Officer (ARO) or experience in legal firm serving individuals on F/J visas is highly desired.
The ideal candidate will possess agility and willingness to independently research and learn new and innovative technologies and applications. Ability to communicate with IT personnel and customers at all levels in a professional and articulate manner. This position is housed on the Dedham campus. It will require a flexible work schedule and include hours outside of regular work schedule.

Salary Grade:
11

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://careers.pageuppeople.com/879/cw/en-us/job/507573

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