The Director is responsible for supervising, organizing, and directing the daily activities of the Student Services Communications Center. This position serves university customers by planning and implementing communications center strategies, operations, and systems; maintaining a positive, motivating, and high-energy working environment, and managing staff to promote the enrollment and retention goals of the University.
Determine communication center operational strategies by conducting needs assessments, software performance reviews, and cost-benefit analyses of the tools used. Supervise a team of Customer Service Representatives to include recruiting, selecting, assigning, coaching, counseling, and any appropriate disciplinary actions; monitor staff productivity to adhere to high-quality customer-service standards. Regularly review functionality of state-of-the-art technologies for ongoing improvements to enhance the customer service experience. Acts as a resource in answering complex and escalated CSR's questions. Use analytical skills to assess trends and evaluate plans; provide analysis information to the departments served by the Communications Center and across campus. Identify issues; determine a positive resolution; document successful outcomes. Perform work in ways the positively contribute to the university's successful achievement of enrollment and retention goals. Performs other duties as assigned.
Bachelor's degree from an accredited college or university. Five (5) years of previous supervisory experience or the equivalent experience. Excellence in the following: interpersonal skills, written and verbal communication skills, excellent organizational and time management skills, and excellent problem-solving skills.
Experience in supervising a staff of at least ten (10) full-time employees, experience working in higher education or call center is a plus; working knowledge of integrated student information systems or other comprehensive client systems such as PeopleSoft Campus Solutions, working knowledge of call center software such as Pure Cloud; Microsoft Office suite; working knowledge of university admissions processing, registrar functions, financial aid processing, or student accounts.
Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.
UTA is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. Additionally, the University prohibits discrimination in employment on the basis of sexual orientation. A criminal background check will be conducted on finalists. The UTA is a tobacco free campus.
Open Until Filled: No
Internal Number: 14091
About University of Texas at Arlington
With annual research expenditures in excess of $100M, the University of Texas at Arlington is a Carnegie Research-1 “highest research activity” institution committed to life-enhancing discovery, innovative instruction, and caring community engagement. A leading institution in the heart of the thriving North Texas region, UTA nurtures minds within an environment that values excellence, ingenuity, and diversity. With a total global enrollment of over 59,000 in AY 2018-19, UTA is one of the largest institutions in the University of Texas System. Guided by its Strategic Plan Bold Solutions | Global Impact, UTA fosters interdisciplinary research and teaching to enable the sustainable megacity of the future within four broad themes: health and the human condition, sustainable urban communities, global environmental impact, and data-driven discovery. UTA was cited by U.S. News & World Report as having the second lowest average student debt among U.S. universities in 2018. U.S. News & World Report also ranks UTA fourth in the nation for undergraduate diversity. The University is a Hispanic-Serving Institution and is ranked as the top four-year college in Texas for veterans on Military Times’ 2018 Best for Vets list.