Responsible for, but not limited to, helping manage the day-to-day operations providing oversight, assistance, guidance, coaching, reporting, training material, motivation, and other functions to the Classroom Support Team within Learner Services (LS) Department.
Primary Duties and Responsibilities
Monitors department Service Levels, live queue monitoring, creates plans, and takes action to provide the best possible experience to the student population. This includes but, not limited to monitoring queue impacts such as availability of other sub departments and provide appropriate action/communication as needed
Acts as primary quality monitoring personnel for Classroom Support Specialist for voice and chat interactions.
Provides coaching’s as needed including side by side monitoring documenting all coaching sessions for development tracking.
Monitors Classroom Support Scorecard for advisor opportunities including daily performance messaging to the team.
Acts as primary organizer of planned monthly employee engagement activities. This includes but, not limited to Moral Building, Surveys, and Meetings.
Answers incoming student phone calls when Classroom Support is receiving high call volume to maintain service level goals.
Acts as primary trainer for Classroom Support. This includes but, not limited to IMPACT POC, small trainings, job aids, YOUniversity, SharePoint management.
Monitors and maintains the department workforce management tool. This includes but, not limited to Forecasting, daily break management, long term advisor schedules, and PTO.
Monitoring of departmental ticketing systems to ensure proper usage, execution, and that KPI goals are being met. These systems include but, not limited to UMA CARES, HEAT I.T. tickets, voicemail student inquires, and email student inquires.
Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal policies and procedures.
Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
Perform other duties as needed
Associates degree or equivalent education required
2+ years of experience as a team lead and/or managing a high functioning team (preferred)
2+ years of experience in a high volume information/call center environment receiving and directing incoming telephone calls, as well as providing general assistance to customer inquiries (preferred)
Associated Knowledge, Skills & Abilities
Ability to work evenings and weekends on a permanent schedule.
A minimum of two (2) years demonstrated experience mentoring or assisting in the professional development of others
Ability to successfully receive and direct incoming telephone calls and provide general assistance to customer inquiries, within a high volume information/call center environment
Experience with customized software packages to generate reports, as well as retrieve and track reporting data
Experience with independently supervising multiple processes and activities simultaneously
Provide ability and understanding of Workforce Management discipline
Ability to effectively communicate in written and oral formats to employees and students as well as convey a professional image to potential students and the institution
Strong leadership, organizational, and interpersonal skills. Ability to proactively identify performance opportunities to coach and create an applicable development plan