Enrollment Contact Center Team Lead - Operations

About the Opportunity

JOB SUMMARY

The Enrollment Contact Center Team Lead Operations is responsible for assisting the Sr Asst 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 prioritizing tasks maintaining the OGS knowledge base in collaboration with OGS team ensuring established escalation matrix is followed when tracking and reporting call trends.

Candidates must have a flexible work schedule and a willingness to work hours outside of the regular work schedule.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Telephone Operations

• Respond to interactions providing customer service regarding general information about the University ascertain the level of the inquiry and make an appropriate decision as to the correct action. The goal of these actions is to assist in retention efforts and increase student success rates during the students academic experience.

• Act as a liaison for the student regarding services such as international student support and services to assure that the students questions and concerns are addressed.

• Provide help and counseling regarding the international student lifecycle; assist with documentation/form processing; research issues and follows up.

• Additional responsibilities include resolving situations by directing calls to the appropriate University office providing program information accessing a students record directing a caller to the information on the appropriate website.

Management Responsibility

• Monitor Automated Call Distributor (ACD) system addressing queue situations and service level concerns. This role is responsible for monitoring and evaluating employee performance through call quality monitoring. The Team Lead works with the Sr Asst Director to make recommendations for staff feedback.

• Responsible for handling escalated customer interactions and sensitive operational issues. Expected to follow through to resolution to maintain excellent customer relations.

• Prepare and analyze routine call data reports identifying call trends and concerns. Work with staff and the management of other areas in the university to report and address call trends. Ensures the Contact Center staff receives updates in a timely manner.

• Attend regular meetings to develop and maintain strategic plans to continual assessment of service trends and needs.

• Ensure there is always proper phone coverage to meet the department service goals.

• Subject matter expert for the Office of Global Services. Maintain escalation matrix with OGS leadership to appropriately connect students with OGS.

• Ensure that established standards/process for facilitation of virtual appointments phone calls walkin meetings to support student service requirements are met.

• Motivate and engage employees through effective communication. Support innovation and creativity by encouraging staff to accept and resolve challenges.

• Makes recommendations for coordinates and tracks outbound call campaigns.

• Stay current with operational changes policies and procedures.

Training

• Utilize call quality monitoring and assessment of Rep inquiries and call trends to identify training needs for the Contact Center Reps.

• Ensure that the Contact Center staff is wellequipped and prepared with information regarding upcoming events including but not limited to prearrival student visa predeparture travel postarrival support international student orientation webinars immigration compliance travel Curricular Practical Training (CPT) Coops graduation and Optional Practical Training (OPT) post work study rights cultural events I20/DS2019 processes reporting timeframes and deadlines.

• Ensure the department ServiceNow knowledge base is kept up with current and pertinent information.

• Facilitate regular training and policy update sessions from PDSO/DSO on overall F/J regulations Regulated Canadian Immigration Consultants (RCICs) Regulated International Student Immigration Advisors (RISIAs) and U.K regulated immigration adviser.

• Train Contact Center staff on how to successfully complete callout campaigns.

Technology

• Have a deep and broad knowledge of fundamental technical skill sets.

• Provide support to evaluate and resolve mechanical difficulties related to phones headsets printers and computer hardware as needed.

• Work with OGS to ensure appropriate system access levels are offered and maintained for systems including but not limited to ServiceNow and Synapsis.

Other

• Support with admissions and financial document verification for I20 requests.

• Other duties as assigned.

MINIMUM QUALIFICATIONS

• Excellent interpersonal time management and communication skills.

• Selfstarter with a positive attitude and the ability to work in a fastpaced environment.

• Demonstrated leadership ability with sensitivity and understanding of the needs and concerns of a diverse population while working with minimal supervision is essential.

• Must be willing to work in a metrics driven environment and possess technical knowledge of various systems such as Ellucian Banner Synapsis Service Now Salesforce Admit Ware Apply Yourself SharePoint Microsoft Office Suite and Five9 applications.

• Prior experience as a Designated School Office (DSO) and Alternate Responsible Officer (ARO) or experience in a legal firm serving individuals on F/J visas is highly desired.

• Knowledge and skills normally acquired through completion of a Bachelors Degree or equivalent with three to five years experience in the Enrollment Management Contact Center or customer service in an International Student Services office or legal firms is essential.

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience education and skills when extending an offer.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race religion color national origin age sex sexual orientation disability status or any other characteristic protected by applicable law.

Compensation Grade/Pay Type: