Assistant Director, Enrollment Management #605700

Job Description

Directs the day-to-day operations of the Student Service Contact Center for both outbound and inbound calling operations. The Contact Center makes the outbound calls for the Office of Admissions and Orientation, Student and Departmental Accounts, and The Office of Scholarships and Financial Aid, and other partner areas on campus for retention efforts. The Contact Center takes the inbound calls for Office of Admissions and Orientation, Student and Departmental Accounts, and The Office of Scholarships and Financial Aid.

45% - Manage Contact Center

• Works daily with the Assistant Director for the Online Contact Center team and the Assistant Director of the Service Center to schedule prospective outreach calls to online, transfer, and Flagstaff graduate students.
• Strategize outbound campaigns to fit within the recruitment and retention cycle and enrollment funnel. Strategize population targets.
• Maintain high-level customer service skills for all delivery methods utilizing effective communication, diplomacy, and accuracy in a timely manner.
• Specialize in Salesforce CRM application to oversee the customer service in the form of inbound and outbound phone calls.
• Create and maintain data lists for all outbound call campaigns. Work with Enrollment Management Analytics to create specialized lists and to strategize targeted populations.
• Evaluate outbound campaigns and pull reports to send to functional areas and Enrollment Management Leadership.
• Supervises an Enrollment Management Coordinator, Sr. (EMC, Sr.) position that is responsible for all the training of agents, which includes content knowledge, customer service standards, NAU systems, policies, and procedures.
• Directs all staff meetings, lead agent meetings, professional development trainings, and student appreciation meetings throughout the year.
• This position will be responsible for the Tier 1 and Tier 2 knowledge of all three functional areas that are represented within inbound calls. Responsible for knowledge of the student life cycle within the functional areas: Undergraduate and Admissions and Orientation, Scholarships and Financial Aid, Student and Departmental Accounts.
• Forecast scheduling needs for peak volume time periods in compliance with university hiring and Time and Labor system regulations.
• Prepare schedule for special events that the Service Center is hosting and prepare student worker staff on expectations at these special events like Orientation, NAU Said Yes, Discover NAU, and Daily Campus Visits.
• Manage regular audits for all work unit service modes and operations to ensure data integrity.
• Implement weekly reports send to Enrollment Management leadership on inbound call volume, outbound call volume.
• Liaison with Administrative Staff to ensure payroll is complete, progress reports are created and sent out, grade checks are completed, raises are processed, attendance is tracked, and discipline reports are documented and filed in compliance with university regulations.
• Oversee the technology in the office and supply needs.
• Quality assurance: Establish and implement work unit goals and objectives. Regularly evaluate The Student Services Contact Center Services and Operations effectiveness. Create and adhere to benchmarking standards and work unit assessments to improve the quality metrics.

45% - Hiring, Training, Onboarding and Supervision of Student Agents

• Oversee agent training that outlines complex knowledgebase information that all agents will be responsible for understanding and communicating to callers.
• Directs and manages the hiring, professional development, onboarding, access, motivation, discipline, termination, scheduling, and promotion of 90-100 student agent employees at the Contact Center and the Service Center. Responsible for the quality assurance standards of staff and resource allocation.
• Leads a Student Manager team of students- 25 students - which help supervise and manage the Contact Center floor while professional staff are away. The Student Managers are also responsible for staffing the front desk at the Student Service Center, processing documents, and implementing Registrar and Student Accounts processes.
• Direct the Student Manager Agent and Manager Senior hiring, staff meetings, and orientations in both the Service Center and in the Contact Center.
• Directs the New Hire Orientation for all student agents.
• Delegates the creation of the one-on-one schedule for all student agents to meet with student leads and professional staff throughout each semester.
• Directs performance reviews for all agents and creates the metrics that accompany them.
• Helps evaluate the environmental survey data that the office compiles each semester on office moral, policy, procedure, and environment. Used this data to make strategic changes and improvement to the work unit.

10% - Other

• Work in a high-paced environment during peak times, with projects and priorities that must be completed in a timely and efficient manner.
• Weekends and evening work will be required in a rotational basis seasonally.
• Other duties as assigned.

Minimum Qualifications

• Undergraduate bachelor’s degree.
• 3-5 years of relevant experience.
• 2-4 years of management or supervisory experience.
• Any equivalent combination of related education, experience, and training.

Preferred Qualifications

• FERPA guidelines are met by the whole Student Service Contact Center staff.
• Maintain high-level customer service skills for all delivery methods utilizing effective communication, diplomacy, and accuracy in a timely manner.
• Specialize in Salesforce CRM application to oversee the customer service in the form of inbound and outbound phone calls.

Please see nau.jobs for full job descriptions and details on how to apply online!  NAU is an Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply.