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Sr Assistant Director-Enrollment Contact Center

Northeastern University

Northeastern University

Dedham, MA, USA
Posted on Monday, December 25, 2023

About the Opportunity

JOB SUMMARY
The Senior Assistant Director in the Enrollment Management Contact Center is responsible for overseeing a team of Enrollment Contact Representatives. 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. 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 Student Finances Services and Contact Center Technology and Reporting. As such, the Senior Assistant Director will be the liaison for each respective area and be responsible for staying current with all changes; ensuring communication is disseminated to appropriate personnel and resolving problematic issues in a timely manner. Responsibilities will include regular meetings with Directors and Managers to receive updates, 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, head sets and other devices the department uses to run efficiently. The Senior Assistant Director is responsible for 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.
They are 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 Student Financial Services to ensure effective daily operations.

RESPONSIBILITIES INCLUDE:

MANAGEMENT RESPONSIBILITY

  • This role is responsible for the supervision and monitoring of Contact Center staff; managing the key performance indicators; interacting with direct and indirect reports soliciting feedback and suggestions for process improvements.
  • The Senior Assistant Director must proactively monitor Automated Call Distributor (ACD) system addressing queue situations and service level concerns in a timely manner.
  • This role is responsible for monitoring and evaluating employee performance through call quality monitoring and other service metrics during regular check ins and performance reviews.
  • The Senior Assistant Director is responsible for handling escalated operational issues and ensures proper follow up. Expedites sensitive operational issues effectively while maintaining excellent customer relations. Works with staff and the management of other areas in the university to assess protocols, processes, systems, and workflows; including billing and email communication schedules, to make recommendations for improvement.
  • The Senior Assistant Director will take action when business needs dictate to ensure proper phone coverage to meet the department service goals. In addition, the Senior Assistant Director will prepare, analyze and distribute monthly and quarterly reports including call trends, performance data and representative metrics including; call quality, answer time, dropped calls, etc.
TELEPHONE OPERATIONS AND SUPPORT SERVICES
  • When volume dictates, the Senior Assistant Director responds to interactions, providing customer service regarding general University information; directs calls to specific University offices; provides assistance and counseling regarding admissions/registration, financial aid and billing; assists with documentation/form processing; research issues and follows up.
  • The Senior Assistant Director must ascertain the level of the inquiry and make an appropriate decision as to the correct action. The role of the Senior Assistant Director is to act as a liaison for the student regarding services such as financial aid, billing, to assure that the student’s questions and concerns are addressed. Additional responsibilities of the Senior Assistant Director include resolving situations by providing program information, accessing a student’s record, directing a caller to the information on the appropriate website and provide support to assist in retention efforts and increase student success rates during the student’s academic experience.
  • The Senior Assistant Director is responsible for handling escalated customer interactions and following through to resolution.
  • The Senior Assistant Director serves as a subject matter expert for Student Financial Services. Makes recommendations for, coordinates, and tracks outbound call campaigns.In the event of possible university closings, the Senior Assistant Director is responsible for ensuring staff members are prepared and equipped to handle incoming calls from a remote location.
  • The Senior Assistant Director will complete routine phone audits and assist team members in troubleshooting and correcting system or hardware issues. Using enterprise management software, the Senior Assistant Director will build weekly staffing and training schedules to create optimal utilization of resources.
TRAINING AND DEVELOPMENT
  • The role of the Senior Assistant Director is to coordinate and develop all Contact Center representative training initiatives and ensure successful development of each staff member. Through call quality monitoring, assessment of rep inquiries and supervisor observation, the Senior Assistant Director will identify training needs. The Senior Assistant Director will pursue training opportunities to encourage staff professional development. Assesses individual and team training needs and works collaboratively with supporting area managers to schedule appropriate training sessions.
  • Serves as primary support to Contact Center Representatives regarding operational and procedural issues and responds to their questions in a timely manner.
  • Responsible for updating all Contact Center training materials. Recognizes business issues and identifies impact on Contact Center inquiries.
  • The Senior Assistant Director is responsible for ensuring that Contact Center staff is well equipped and prepared with information regarding upcoming events including but not limited to Welcome Days, Admissions deadlines, Orientations, Billing Cycles and Graduations.
  • The Senior Assistant Director will be responsible for setting up and ensuring proper functionality of workstations for new and temporary employees, which includes computer, phone, headset and other essential items
MINIMUM QUALIFICATIONS
  • Bachelor’s Degree is required
  • three to five years relevant experience.
  • Excellent interpersonal, time management and communication skills.
  • Positive outgoing personality, the ability to work in a fast paced environment, demonstrated leadership ability and a self-starter attitude.
  • Demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential
  • Strong working knowledge of various databases and office applications such as Banner, SharePoint, PowerFaids, applications and the Microsoft Office suite. Experience with 3C Logic (or other similar enterprise level contact centersoftware) and familiarity with computer hardware is required.
  • Ability to work on multiple tasks and projects independently is a must.
  • 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.

Position Type

General Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more 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.