Assistant Director Call CenterCommunications
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Job Location:
Murfreesboro, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title
Assistant Director - Call Center/Communications
Department
MT One Stop
Salary
$59724 - $74355; commensurate with experience
Job Summary/Basic Function
Serves as a direct report to the Associate Director MT One Stop. Provides leadership and management for the in-house call center handling more than 35000 calls per year. Recruits hires trains supervises and evaluates for 4 call center agents including the management of temporary staff during peak times of the semester. Develops training modules for initial and on-going training and development. Investigates and resolves escalations that arise from students parents or university staff assigns follow-up to staff as needed; determines call center operational strategies through data analysis conducting needs assessments capacity planning and establishing efficiency and customer service standards. Develops and implements quality assurance programs training and monitoring staff performance. Serves as the primary contact trainer and liaison to a contracted third-party call center (currently Ed America). Handles all call escalations and issues from that call center and follows up with student requests from them. Uses knowledge across multiple areas of Enrollment Management that include: Admissions Financial Aid Scheduling Records and Bursars Office. Assists MT One Stop coordinators when other leadership is not present serve as backup supervisor in that area. Develop and execute communication plan pertinent to the MT One Stop model to include texting/call/email campaigns. Perform other related tasks and special projects as assigned. Provides regular reports of call activity escalations types of calls and volume to the Director for use by the AVP and VP.
Required Education
Bachelors degree in communications business media relations psychology education or related field required.
Required Related Experience
Three (3) years professional progressively responsible experience in advising admissions financial aid student records customer service or a related area with increasing responsibilities in a higher education setting with one of the total three years to include supervisory experience.
Desirable Related Experience
Four years progressively responsible experience in an enrollment management area i.e. Admissions One Stop Registrar Scheduling Customer service or related area including prior supervisory experience. Experience in a call center.
Documents Needed to Apply
Cover Letter & Resume Required
MTSU offers a comprehensive benefits package including but not limited to the following:
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MTSU is an equal opportunity employer. All qualified individuals are encouraged to apply. Proof of U.S. citizenship or eligibility for U.S. employment is required before employment (Immigration Control Act of 1986). Clery Act crime statistics for MTSU are available at by contacting MTSU Public Safety at . For individuals requiring reasonable accommodation to apply:In compliance with the Americans with Disabilities Act Amendments Act (ADAAA) if you have a disability and would like to request an accommodation to apply for a position with MTSU please call or email |
Application Review Date:January 21 2026
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Find YOUR Blue Large campus. Small town feel. Five-time Princeton Review Top 389 Colleges. Devoted to student success. Nearly 300 majors and concentrations. We are #trueBLUE. Campus Life >Campus Tour > Welcome CUSTOMS students and families! Value Best value in Tennessee Lowest tuition ... View more
