Enrollment Services Call Center Manager

Call Center Manager
Charleston Southern University

Summary:Under the supervision of the Associate Vice President of Enrollment Management we are seeking a Call Center Manager to lead our Enrollment Services Call Center. This individual will oversee daily operations ensuring that all university stakeholders especially our prospective and current students and their families receive exceptional service aligned with our Christian values. The ideal candidate will demonstrate strong leadership skills a commitment to our mission and the ability to foster a supportive and efficient work environment.

Work Performed: Leadership and Supervision: Hire train and manage call center staff promoting a culture of excellence accountability and adherence to the universitys Christian principles.
Operations Management: Develop and implement objectives for the call centers daily activities ensuring efficient resource planning to maximize productivity.
Performance Monitoring: Collect and analyze call center statistics such as inquiry rates response times and customer satisfaction metrics to assess performance and identify areas for improvement.
Budgeting: Assume responsibility for budgeting and tracking expenses to ensure cost-effective operations.
Policy Development: Establish and enforce call center policies and procedures that reflect the universitys values and commitment to service.
Technology Utilization: Ensure that technology is utilized to a maximum and that staff are well-equipped and productive.
Stakeholder Communication: Collaborate with various university departments to ensure consistent messaging and information dissemination.
Other Duties: Additional assignments may be assigned to support enrollment or other university departments.

Education:

Proven experience as a Call Center Manager or in a similar leadership role within a customer service environment.
Bachelors degree in Communications Business Management or a related field is generally expected; however a high school diploma may be acceptable if accompanied by extensive work experience.
Strong understanding of performance evaluation and customer service metrics.
Proficiency in call center equipment and software programs.
Excellent organizational and leadership skills with problem-solving ability.
Outstanding communication and interpersonal skills.
A commitment to the universitys Christian mission and values.

Preferred Qualifications:
Experience in an academic setting particularly within Enrollment Services.
Familiarity with the universitys programs and services.
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.

Essential Job Functions:Certain jobs at Charleston Southern University may require specific physical and/or mental abilities and the hiring manager will provide additional information and provision of requests for reasonable accommodation if needed. Regular on-time attendance is an essential job function of this position.

Application Process:

Interested candidates should submit a CSU application cover letter resume and contact information for three professional references. In the cover letter applicants should address their experience in call center management and how their personal faith aligns with the mission of Charleston Southern University.
Charleston Southern University is an equal opportunity employer and does not discriminate based on race color national origin sex disability or age. We are committed to building a diverse and inclusive community that reflects our values and mission.

This job description is not designed to contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Other duties responsibilities and activities may change or be assigned at any time with or without notice.

This position will remain open until filled.

Charleston Southern University is a Christian university and tobacco-free campus. We do not illegally discriminate on the basis of race age color national or ethnic origin disability sex pregnancy childbirth or related medical conditions (including but not limited to lactation) religion genetic information veteran or military status or any other basis on which the university is prohibited from discrimination under local state or federal law in its employment or in the provision of its services including but not limited to its programs and activities admissions educational policies scholarship and loan programs and athletic and university-administered programs. In order to fulfill its purpose the university may legally discriminate on the basis of religion in employment. The university has been granted exemption from certain regulations promulgated under Title IX of the Education Amendments of 1972 which conflict with the Universitys religious tenets and core values.

To apply please complete the online application below and attach a resume. Entering untrue or inaccurate information will result in disqualification for consideration of vacant positions or subsequent termination after hire. This position will remain open until filled. By completing this application you aregiving Charleston Southern University the authority to contact any person educational institution current or former employer or company to disclose in good faith any information they may have regarding your qualifications and fitness for employment including but not limited to those you have listed in your application materials. Prior to a final offer of employment the selected candidate will be required to submit to a background check including but not limited to employment verification educational and other credential verification criminal background check and reference check. Applicants who will drive for the University will be required to complete a background check on their driving record.