00001844 - Call Center Coordinator

The Call Center Coordinator is responsible for the planning and management of all Call Center operations and related processes. Currently, this includes the college’s main phone line and the Admissions/Enrollment Center phone line. This individual will be instrumental in the planning, assessment of resource requirements, and implementation of expanded Call Center services. This position will also oversee and implement prospective new student just-in-time enrollment building initiatives for each enrollment period (Fall, Winter and Summer).

The position is directly responsible for hiring, supervising, scheduling, training, establishing performance goals and evaluating 1 full-time call center team member, four part-time contingency call center team members and several student employees working on campus during both typical and extended hours of operation. The Call Center Coordinator ensures that a high level of customer service is maintained and that employees are trained to provide informed, courteous, and prompt responses to all customers directly or by routing to appropriate staff or departments. Because the Call Center is the first point of contact prospective students, business leaders, and community members have with GRCC, its successful operation contributes directly to the college’s strategic enrollment initiatives and the college's response to the greater community.   

Key responsibilities include serving as the budget control officer for the Call Center Supervisor managing and maintaining call center service processes, staffing, equipment and software; working in collaboration with the Communications department and college administrators to notify the public during emergencies or crisis events; researching, identifying, recommending new technologies to create efficiencies and improve overall student service and satisfaction; coordinating and troubleshooting inbound calls, outgoing call and email campaigns, and click to chat; coaching Call Center staff through challenging customer service situations; analyzing data to forecast staffing requirements and identify process improvement needs; and generating reports that track incoming and outbound calls, call and email campaigns, as well as general inquiry trends for divisional and executive leadership use. 

The Call Center Supervisor must utilize professional judgment and discretion in addressing customer service complaints and assessing institutional risk related to inbound communications (calls, texts, click to chat) to determine those requiring immediate action and referral. This position is also responsible for the design, development, implementation, and monitoring of a complaint management and resolution system for the Call Center, as well as the documentation of customer service policies, processes, procedures, and student satisfaction.

Requisition ID:
Position Number: 00001844
Employee Group:  Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation:
Benefits: Full-time Part-time Limited Benefits
Reports to:
Posting Opens:
Posting Closes: 

ESSENTIAL FUNCTIONS

• Plan and manage all day-to-day operations and processes for the Call Center

• Work with the Communications Department and college administrators to inform the public during emergencies or crisis events

• Hire, supervise, schedule, train, establish performance goals, and evaluate one full-time employee call center team member, four part-time contingency call center team members, as well as several student employees to ensure exceptional customer service and appropriate coverage for call center phones, call and text campaigns, and click to chat functions 

• Stay abreast of GRCC organizational, system, process, and policy changes to anticipate and address needs and ensure consistency in communication to students and the greater community

• Ensure that critical operational and process change information is disseminated to Call Center employees promptly

• Troubleshoot and resolve call, text, email, and click to chat problems as they arise; coach Call Center staff through challenging customer service situations

• Analyze data and forecast phone volume to ensure staffing is adequate to meet customer service demands

• Coordinate with various department leaders whose staff provide phone assistance during peak customer service times. Develop and maintain a daily master schedule of coverage for the Call Center

• Plan, facilitate, and lead department meetings and training

• Devise ways to optimize procedures and keep staff motivated through positive communication and proactive feedback

• Conduct needs assessments and capacity planning for the purpose of strategic planning. Make strategic planning recommendations for the Call Center and lead the implementation of expanded Call Center operations and services

• Manage and analyze records for call center phone, click to chat, text, and email traffic as well as measure Call Center performance using key metrics such as call abandonment, calls waiting, etc. Use data to inform process and procedural improvements

• Produce regular and on-demand reports and provide to the Associate Director of Enrollment Center Services and the Associate Dean of New Student Success for incorporation into Cabinet, Executive Leadership, and Dean’s weekly, monthly, and quarterly reports

• Coordinate with the Enrollment Management Communication & Data Coordinator, Associate Director of Student Services, and others to help facilitate special call and text messaging campaigns to highlight upcoming events or new student service initiatives. In coordination with the Enrollment Management Communication & Data Coordinator, facilitate and lead these just-in-time enrollment  initiatives for the Fall, Winter and Summer enrollment periods. Document results and produce reports. Use data to inform future service improvements

• Manage phone equipment and related software. Research, identify, recommend, facilitate purchase, and implement innovative, new technologies and enhancements to support improved student service and access, as well as Call Center efficiency

• Initiate process enhancements and innovations. Maintain regular communication with Student Affairs team members and other departments across campus to anticipate and address needs and areas for improvement relating to Call Center services

• Exercise professional judgment and discretionary decision-making in addressing customer service complaints and assessing institutional risk related to inbound call, text, email, and click-to-chat communications to promptly determine those requiring immediate action and referral

• Participate in direct customer service via phone, text, email and click to chat, as needed

• Approve through 25 LIVE software event postings on GRCC displays on digital signs throughout campus

• Keep a comprehensive list of staff across campus who are bilingual speakers to assist callers who speak in different languages

• Assist callers with enrollment questions and update their records accordingly so that they may register for classes through term activation, backdating their applications, clearing term history, putting them in student groups or making them Transfer Ready

MARGINAL JOB FUNCTIONS 

• Support recruitment, enrollment, and outreach initiatives

•  Foster and promote practices that support the vision of a fully integrated student enrollment management model in an effort to create a seamless student service experience

• Participate in departmental and division training, meetings and projects to further the department mission and support the role of the Call Center in providing exceptional customer service

• Attend professional development conferences, seminars, workshops and webinars to stay abreast of current Call Center and higher education trends and best practices

• Actively participate in college committees representing the Call Center Enrollment Management team

• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position

• Performs other related duties as assigned

JOB SPECIFICATIONS

Educational Credentials

• Bachelor’s degree required

• Fluency in Spanish or other languages is preferred

Work Experience

• Minimum of five years of experience managing a high volume call center

• Minimum of five years demonstrated experience in higher education, business, communications or related fields

• Minimum of three years of prior supervisory and training experience required

Skills

• Excellent customer service and skills

• Demonstrated knowledge and extensive software application experience, including Campus Wide Information Systems (CWIS), G Suite, Microsoft Office, click to chat, Mongoose/Cadence text applications, and Cisco phone software and equipment

• Familiarity with Customer Relationship Management (CRM) strategies

• Strong command of the English language required, in addition to excellent verbal, written and interpersonal communication skills. Fluency in additional languages is preferred

• Evidence of strong skills in training and supervision

• Ability to manage multiple projects successfully

• Strong analysis, problem-solving, and conflict resolution skills 

• The ability to exercise good judgment in handling sensitive information, maintain confidentiality, and fully understand and comply with FERPA laws and requirements

• Proven initiative, follow through, and resourcefulness

• Ability to adapt to changing technologies and responsibilities

• Ability to manage records and create reports from multiple sources, including Cisco and PeopleSoft

Physical Demands

• Ability to lift and move up to 25 pounds

• Ability to sit for extended periods of time

• Ability to provide phone customer service for extended periods of time

Mental Demands

• Demonstrated initiative and problem-solving abilities

• Ability to work under pressure in daily work, during high volume periods, and during inclement weather or a crisis

• Mature judgment and flexibility required to address interruptions and handle high pressure situations

• Demonstrated ability to maintain positive interpersonal relationships, motivate others, and work effectively as a member of a team

• Ability to provide exceptional and compassionate customer service and to ensure staff and student employees also excel in this function

• Must demonstrate attention to detail and organizational skills

• Ability to delegate work appropriately, set clear directions and goals, and manage staffing and office workflow

• Must be experienced providing constructive performance feedback to employees and conducting annual performance evaluations

• Focus on continuous process improvement

• Ability to analyze complex data and use it to develop new processes and initiatives to improve student access and satisfaction, as well as staff efficiency

• Ability to communicate effectively with a diverse student, staff, faculty and business partner population. Additionally, must be able to share complex, and sometimes difficult, information with students in a compassionate, respectful manner

• Ability to plan and work independently and as a team member

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website

• Ability to work in a high traffic, indoor environment

• Ability to work with frequent interruptions

• Must be punctual with a good attendance record and have the ability to accommodate a flexible work schedule, including evenings and weekends as needed

• Sit for long periods of time