Call Center Coordinator (3 Positions)

Posting Number A01769 Position Title Call Center Coordinator (3 Positions) Position Number E01062 Salary for Announcement
The salary range is $45,300 –$58,000.
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
15 Employee Category Professional staff Department Financial Aid EClass Code Full Time Professional Staff Position Summary
The Call Center Coordinator at Metropolitan State University of Denver ( MSU Denver) serves an innovative function of the University as it works closely with the Director of the Call Center on strategic enrollment management and student service initiatives related to admissions, financial aid, student registration, and general inquiry. The Coordinator will spend the majority of their time directly supervising a staff of up to 20 student employees, coordinating, coaching, mentoring, and training. The Coordinator will also ensure adequate phone coverage as well as keep track of student employees hours for budgeting and payroll purposes. This position is tasked with handling escalated calls, and as necessary, the Coordinator will be asked to help on the phones directly and operate/manage other communication tools. This position will also be involved in strategic planning initiatives related to improving the overall effectiveness of MSU Denver’s Call Center including but not limited to creative idea sharing, intelligence gathering, performance reporting, and participating in cross-department meetings focused on improving student services, enrollment, and retention.

The Enrollment Management Division at MSU Denver brings together the functions of Admissions, Registrar, Testing Services, Orientation, and Financial Aid. Together we recruit, admit, and support undergraduate and graduate students from diverse backgrounds. Our offices strive to support every student with quality and intentional services during their college career.

Our vision is rooted in a commitment to attract, enroll, retain, and graduate an empowered student body. We are a student-centered, evidence based, technology-driven division that collaborates with internal and external partners to support the University’s mission and commitment to access, academic quality, diversity, equity, and inclusion. All positions will support and engage in Anti-Racism efforts pursued by the Office of Financial Aid and Scholarships and the Enrollment Management Division.

Metropolitan State University of Denver is an equal opportunity employer.

IND208 Duties/Responsibilities
50% – Supervision of student employees. Coordinate hiring, management, scheduling, tracking, training and documentation of student employees and support the Director of Call Center in assuring appropriate staff coverage. Mentor and train student workers to ensure student employees have and provide the most accurate and up to date information for their assigned queue to include quality assurance call monitoring. Serve as a direct supervisor for student employees in a particular work group and as needed for other student employees.

20% – This position provides customer service directly to students via inbound calls and outbound dials including managing outbound call campaigns. Seek to understand the full picture of the students’ needs to ensure that all issues are resolved in the least amount of calls and time possible. Ensures proper internal and external escalation and handling of call to bring resolution to caller’s issue.

10% – Collaborate closely with the Director of Call Center as well as other department managers on the enhancement and development of trainings for the student employees. This includes identifying training needs, guiding the development of content, building learning assessments and tracking employee learning.

10% – Perform various administrative functions for the Center such as printing, copying, filing, scheduling meetings and trainings and ensuring all equipment and supplies are organized and inventoried.

5% – Participate as part of the Call Center Leadership Team to ensure consistent practices, standards, policies and procedures are current as well as being adhered to in the normal operation of the call center. In the absence of the Director or other full-time staff will coordinate with counterparts to ensure normal daily operations and supervision of call center employees.

5% – Other duties as assigned. Required Qualifications

• Bachelors degree granted by the start date.
• Minimum two years of experience in student services/customer service related area.
• Supervisory experience required.
• Experience with Microsoft Office Suite

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet all required qualifications. Preferred Qualifications

• Bilingual or multilingual.
• Experience using student information system database or customer relationship management system.
• Two or more years experience working with post-secondary admissions, financial aid, or registrar.

Work Hours
M-F 8-5 Posting date 10/05/2021 Closing date Closing Instructions Open Until Filled To ensure full consideration, applications must be received by 11:59pm (MT) 10/19/2021 Special Instructions to Applicants
IMPORTANT : In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com .

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

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

The health and safety of students, faculty, staff and our prospective teammates are our highest priority and as an institution, we are required to have proof of vaccination on file for all employees.

MSU Denver is requiring all employees to provide proof of being fully vaccinated for Covid-19, or to submit an exemption and be subject to following the Covid-19 safety protocols. As an employee of MSU Denver, an exemption or lack of proof of vaccination will require you to submit to weekly Covid-19 testing starting the week of August 23, 2021.
Additionally, all institutions on campus are requiring that masks be worn indoors regardless of your vaccinations status. Talent Team Representative Sophia Montano Talent Team Representative E-mail smontan7@msudenver.edu 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.