Supervisor Student Support Services
Supervisor Student Support Services
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$ 52100 - 86000
1 Vacancy
Job Description
If youre passionate about building a better future for individuals communities and our countryand youre committed to working hard to play your part in building that futureconsider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online competencybased degree programs WGU is also committed to being a great place to work for a diverse workforce of studentfocused professionals. The university has pioneered a new way to learn in the 21st century one that has received praise from academic industry government and media leaders. Whatever your role working for WGU gives you a part to play in helping students graduate creating a better tomorrow for themselves and their families.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU it is not typical for an individual to be hired at or near the top of the range for their position and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Job Description
Job Description Summary
The Student Support Supervisor is responsible for leading a team to deliver highquality and efficient customer support processes. This role involves managing daily team operations including hiring training and motivating staff as well as providing regular coaching and performance feedback. The supervisor ensures continuous improvement by identifying and implementing process enhancements fostering a positive work environment and handling complex issues to maintain excellent service standards. With a focus on both team development and operational effectiveness the Student Support Supervisor plays a critical role in enhancing the overall student experience.
Primary Responsibilities
Oversee daily activities of Specialists and Team Leads ensuring effective workflow and productivity.
Assist the manager in daytoday operations including managing processing queues setting priorities and supporting strategic planning.
Ensure compliance with organizational policies and procedures including operational standards quality benchmarks and service delivery.
Prepare regular reports maintain equipment functionality and uphold professional and technical standards to meet organizational goals.
Provide daily guidance and communication to team members to ensure efficient accurate process .
Continuously evaluate processes and suggest improvements for operational efficiency and enhanced customer service.
Regularly deliver statistical feedback and coaching on individual performance promoting skill development and goal achievement.
Write and conduct performance reviews to support skill improvement and career growth.
Offer coaching counseling and direction for employees dealing with workrelated or personal challenges ensuring support and appropriate problem resolution.
Ensure team members have adequate training and resources to perform their roles effectively.
Implement and oversee staffing scheduling and training programs to support operational demands.
Address and resolve employee relations issues promoting a positive work environment.
Recognize and reward high performance while addressing disciplinary or performance issues per company policy.
Prepare and communicate warnings when necessary and administer corrective actions aligned with organizational standards.
Lead or participate in special projects and ongoing initiatives aimed at process improvement and efficiency.
Develop and implement reward recognition and staff development programs to foster motivation and team morale.
Performs other duties as assigned.
This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.
Qualifications
Knowledge Skills and Abilities
Outstanding verbal and written communication skills.
Strong interpersonal and organizational skills.
Ability to work independently analyze problems and make decisions.
Requires basic management knowledge to lead such as work scheduling prioritizing and coaching.
Able to work with multiple individuals in various roles on teams.
Ability to anticipate how potential obstacles may impact their team and respond accordingly.
Understanding of change enablement processes.
Able to routinely manage multiple issues simultaneously in a highpressure environment.
Ability to diligently follow standards and best practices for many different technology areas.
Data analysis.
Presentations using Technology Systems & Tools.
Salesforce reporting (SRM).
Creative Problem Solving.
Microsoft Office Suite Outlook Tableau Microsoft SharePoint.
Education
Bachelors degree in education business communications or related field.
Experience in lieu of education
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the hiring managers discretion.
Experience
2 or more years of related experience.
Preferred Qualifications
Experience within WGUs Operational organization.
Masters degree or equivalent experience preferred.
Strong experience with distance education and distance learning students.
Position & Application Details
FullTime Regular Positions (classified as regular and working 40 standard weekly hours): This is a fulltime regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical dental vision telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual flexible paid sick time with no need for accrual 11 paid holidays and other paid leaves including up to 12 weeks of parental leave.How to Apply: If interested an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. Its not allinclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
Required Experience:
Manager
Employment Type
Full-Time
