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Enrollment Management Contact Center Team Lead-Operations

Northeastern University
Massachusetts, United States
Salary Not specified
Posted date
Sep 23, 2021

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Position Type
Faculty Positions, Business & Management, Management
Employment Level
Employment Type
Full Time
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Enrollment Management Contact Center Team Lead-Operations

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 Team Lead - Operations of the Enrollment Management Contact Center is responsible for assisting the Senior Assistant Director in overseeing a team of Enrollment Contact Representatives. The individuals in this role will have a strong focus on customer service and process development.

Major responsibilities include responding to interactions, providing customer service, including handling escalated inquiries, monitoring and scoring recorded calls for the Enrollment Management Contact Center Staff and providing related feedback, prioritize tasks, maintenance of the OGS knowledge base in collaboration with OGS team, Ensure established escalation matrix is followed when tracking and reporting call trends. Other responsibilities include identifying training needs and mentoring team members. This position will be a main point of contact for the Office of Global Services (OGS). As such, the Team Lead - Operations will be the liaison for OGS and be responsible for staying current with all changes and guidance from the U.S. Department of Homeland Security , Immigration, Refugees and Citizenship Canada (IRCC), UK Visas and Immigration (UKVI) and other relevant government agencies; updating OGS knowledge base, ensuring communication is disseminated to appropriate personnel and resolving problematic issues in a timely manner. Responsibilities will include, providing common call trends, making recommendations for proactive callout campaigns and make suggestions for improvement based on customer feedback.
The role of the Team Lead - Operations is to provide operational, procedural and product support to the Contact Center representatives, while projecting a positive image and fostering a respectful team environment. On a regular basis, 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 Team Lead - Operations works with management teams of OGS, and Telephone Services, to ensure effective daily operations and staffing levels are maintained including plans for cyclical peaks.

Minimum of Bachelor's Degree is required. This position will require excellent interpersonal, time management and communication skills. 3-5 years' experience in the Enrollment Management Contact Center or customer service in an International Student Services office or legal firms is essential. The candidate will be a self-starter with a positive attitude, the ability to work in a fast-paced environment. Demonstrated leadership ability to work with minimal supervision is essential. A demonstrated sensitivity and understanding of the needs and concerns of a diverse population is also essential. Must be willing to work in a metrics driven environment and possess technical knowledge of various systems such as Ellucian Banner, Sunapsis, Service Now, Salesforce, Admit Ware, Apply Yourself, SharePoint, Microsoft Office Suite and Five9 applications.
Prior experience as a Designated School Office (DSO) and Alternate Responsible Officer (ARO) or experience in legal firm serving individuals on F/J visas is highly desired.

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:

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

To apply, visit

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