Call Center Team Lead

Auburn University at Montgomery
Alabama, United States
Salary Not Specified
Posted Date
Mar 31, 2022

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Position Type
Administrative, Business & Administrative Affairs, Business & Administrative Support
Employment Type
Full Time

Position Information

Position Information

Vacancy Number: S-00875 Position Title: Call Center Team Lead Classification Title: Senior Program Associate Department: Enrollment Management Employment Type: Full-Time Duties and Responsibilities:
Coordinates the work of the student call team. Provides support, coaching, and guidance to call team. This position will review performance metrics maximizing efficiency and effectiveness of the AUM call center. This position also assists with strategic planning and budgeting.

Recruit, hire, train, evaluate, track performance and supervise call center staff.

Respond to requests for information in person, via telephone by email and direct mailing.

Advises and confers with students and employees on program and class scheduling and connects students to employees or provides contact information.

Maintains ongoing relationships with campus staff and administration to remain current with all marketing and academic components and special events.

Coordinates problem resolution with appropriate departments. Refers financial aid and IT troubleshooting questions to appropriate departments.

Performs related duties as assigned. Knowledge, Skills, and Abilities:
Knowledge of basic word processing software and the ability to operate standard PC/PC software applications
Knowledge of scope, guidelines, and operation of departmental or unit program
Knowledge of assigned department forms, rules, etc.
Knowledge of record-keeping procedures
Knowledge of applicable university policies and procedures
Interpersonal skills
Oral and written communication skills
Analytical and problem solving skills
Ability to perform basic mathematical computations
Ability to review materials and identify discrepancies or mistakes (i.e., proofreading)
Ability to respond to several demands at one time
Ability to maintain records
Ability to provide information and assistance to assigned staff and customers
Ability to plan, organize, and coordinate activities and the work of others Minimum Qualifications:
High school diploma or equivalent and three (3) years of general office experience. Experience with calling, call campaigns, and providing quality customer service is highly preferred. Education can be substituted for experience.

Relative experience with a high-volume call center environment is desired.

The successful candidate must be able to work well with internal and external constituents and possess the ability to handle situations with tact and diplomacy.

The successful candidate must be self-directed, innovative, flexible and able to assess current operations to develop practical solutions and to improve the functioning of the call center. Job Open Date: 03/31/2022 This posting will remain open until closed: Yes Job Close Date: Salary Band: 104 Special Instructions to Applicants:
Auburn University at Montgomery is an Equal Opportunity Employer committed to excellence through diversity and encourages applications from historically underrepresented groups, veterans, and individuals with disabilities.

Auburn University at Montgomery reserves the right once interviewing has begun to stop accepting applications. About the University/College
Located in Alabama’s vibrant state capital, Auburn University at Montgomery is a fast-growing university on the rise. Don’t just take our word for it: The Princeton Review rates us as one of the best colleges in the Southeast, while U.S. News & World Report recently ranked us No. 22 among regional universities in the South for the quality of undergraduate teaching and 38th among all public institutions in the region.

Auburn University at Montgomery is an equal opportunity employer committed to excellence through diversity; therefore, we encourage applications from historically underrepresented groups, veterans, and individuals with disabilities. Additionally, the safety and security of our campus community is a top priority. All employees at AUM are considered to be Responsible Employees and have the duty to immediately report information that has the potential to adversely impact safety or wellness on our campus. Quick Link Position Profile Link Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter
  3. Professional Reference Sheet
Optional Documents Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a high school diploma or equivalent and three (3) years of general office experience?
    • Yes
    • No

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