The Team Lead – Operations of the Enrollment Management Contact Center is responsible for assisting the Senior Assistant Director in overseeing a team of Enrollment Contact Representatives. The individuals in this role will have a strong focus on customer service and process development. Major responsibilities include responding to interactions, providing customer service, including handling escalated inquiries, monitoring and scoring recorded calls for the Enrollment Management Contact Center Staff and providing related feedback, prioritize tasks and tracking and reporting call trends. Other responsibilities include identifying training needs and, mentoring team members. This position is an evening shift. The individual in this role will work the hours of 11:00am to 8:00pm. This position will be a main point of contact for Student Finances Services, College of Professional Studies and Admissions. As such, the Team Lead – Operations 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, providing common call trends, making recommendations for proactive callout campaigns and make suggestions for improvement based on customer feedback.
The role of the Team Lead – Operations is to provide operational, procedural and product support to the Contact Center representatives, while projecting a positive image and fostering a respectful team environment. On a regular basis, 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 Team Lead – Operations works with management teams of College of Professional Studies, Telephone Services, Admissions, and Student Financial Services to ensure effective daily operations.
Minimum of Bachelor's Degree is required. This position will require excellent interpersonal, time management and communication skills. 3-5 years' experience in the Enrollment Management Contact Center or equivalent is essential. The candidate will have a positive approach, the ability to work in a fast paced environment, demonstrated leadership ability, works with minimal supervision and a self-starter attitude. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential. Must be willing to work in a metrics driven environment and possess technical knowledge of various systems such as Sungard Banner, PowerFAIDS, SalesForce, AdmitWare, CashNet, Apply Yourself, SharePoint, Microsoft Office Suite and Interactive Intelligence applications.
This position is housed on the Dedham campus. It is an evening shift with hours from 11:00am to 8:00pm. It will require a flexible work schedule and include hours outside of regular work schedule.
We are hiring for multiple openings.
Requisition Number: STFR004851
Internal Number: 56694
About Northeastern University
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs, our signature cooperative education program, as well as student research, service learning, and global learning build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.