Director, Contact Center (Internal only)

Director Of Contact Center

Under the supervision of the Associate VP for Enrollment Management, the Director leads Contact Center operations to provide remote services to SLCC stakeholders (prospective students, current students, staff, faculty, and community members) through telephone, online chat, web conferencing, and other means. Manages and maintains a professional, high-quality, service-oriented support center (including systems, processes, information, and staff) and keeps support center staff up-to-date on College processes, policies, procedures, initiatives, events, and marketing campaigns. Supervises success coaching for targeted online students. Ensures that the College is represented in a caring and professional manner. Cooperates with other departments throughout the Division of Student Affairs to assist with and support their remote services. Works directly with management peers to continuously improve SLCC services. Seeks to strengthen the SLCC community through inclusive and equity-minded practices that support SLCC's model for inclusive and transformative education. Compiles common questions and issues expressed by stakeholders and participates in systemic efforts to address identified issues with colleagues in Student Affairs and other areas of the College. Serves as a key leader in SLCC's enrollment management efforts through proactive outreach to prospective and current students. Seeks out, incorporates, and disseminates best practices in remote stakeholder support. This is an at-will position.

Knowledge of enrollment management principles and best practices in recruiting and retaining students. Strong leadership, management, communication, training, and analysis skills. Demonstrated ability to lead remote stakeholder services in collaboration with other College departments to improve the level and quality of services to students. Advanced technical skills in a variety of communication platforms to support Contact Center staff and other Student Affairs departments in using these platforms. Keen attention to detail and ability to proactively research and disseminate new and changing College information to direct reports. Ability to craft strategic messaging for outbound enrollment management efforts. Comprehensive understanding of best customer services practices. Extensive reporting and presentation abilities to measure performance metrics and communicate student feedback to College administration. Ability to communicate effectively with a broad range of people with a variety of abilities and backgrounds, to maintain good working relationships across the College. Ability to work with all groups from a variety of academic, socioeconomic, cultural, and ethnic backgrounds, and with community college students, faculty, and staff, including those with disabilities.

Master's degree in Higher Education, Public Administration, Business Administration, or related field. Five (5) or more years of direct, full-time, paid work experience. Evidence of strong communication, training, analytic, and management skills.