Call Center Operations Supervisor Enrollment Services Specialist IIS

Working/Functional Title

Call Center Operations Supervisor

Position Summary

This position provides professional supervisory leadership within the Spartan One-Stop Call Center and is responsible for supervising assigned full-time staff and ensuring the effectiveness consistency and quality of call center operations.

Serving as a co-leader of the call center this role exercises independent professional judgment in resolving high-level and sensitive escalations analyzing service trends and recommending operational and process improvements that impact overall service delivery.

Major Duties:

• Serve as Co-Leader of the Spartan One-Stop Call Center providing professional supervisory leadership and operational oversight.
• Directly supervise assigned full-time staff including performance evaluation corrective action coaching and professional development.
• Exercise independent professional judgment in resolving high-level sensitive and complex escalated student situations across multiple functional areas.
• Serve as an escalation authority for complex issues involving Financial Aid the Office of the Registrar and Student Accounts.
• Monitor call center metrics case activity and service trends; review call recordings to ensure accuracy and quality.
• Identify operational risks service gaps and improvement opportunities; recommend and support implementation of process enhancements.
• Coordinate staffing plans and workload distribution to ensure consistent service levels.
• Collaborate with Enrollment Services IT to address system or technology issues impacting call center operations.
• Serve as a case manager for complex student service matters ensuring timely resolution and follow-up.
• Support leadership with operational planning continuous improvement initiatives and service optimization.
• Advocate for student issue resolution while delivering high-quality student-centered service across in-person online and phone channels.
• Apply institutional policies regulatory requirements and student information systems (e.g. SIS CRM) to support accurate service delivery and effective collaboration with campus partners.
• Deliver high-quality student-centered service across in-person online and phone channels.
• Resolve complex student service issues using a holistic case-management approach and ensure timely follow-up.
• Facilitate and advocate for issue resolution across Financial Aid the Office of the Registrar and Student Accounts.
• Apply policies regulations and student information systems (e.g. SIS CRM) to support accurate service delivery and collaborate effectively with campus partners.

Financial Aid

• Analyze student and family financial data to determine aid eligibility using independent professional judgment.
• Resolve financial aid issues revise awards and communicate impacts to students.
• Interpret and apply federal state and institutional regulations including approved exceptions.
• Serve as a resource to staff and explain aid packaging eligibility budgeting and related billing impacts to students and families.

Registrar

• Access analyze and maintain student records in the student information system.
• Interpret and apply registrar policies to resolve intermediate-level issues across degree progression registration records readmission fee classification transfer credit and classroom scheduling.
• Process transcript requests in compliance with FERPA.
• Coordinate advanced issue resolution with the Office of the Registrar and campus partners.

Student Accounts

• Analyze and resolve student billing charges credits and refund issues.
• Determine eligibility for fee waivers holds and transcript overrides.
• Assist students and families with payment options and payment plans.

Minimum Requirements

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program; three to five years of related and progressively more responsible experience in customer service student services or a call center environment; experience supervising full-time staff; or an equivalent combination of education and experience.

Desired Qualifications

Experience in higher education or student services; experience with CRM or call center systems; demonstrated ability to analyze service trends and lead operational improvements.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin citizenship age disability or protected veteran status.

Work Hours

STANDARD 8-5

Website

Work Statement

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.

Bidding eligibility ends March 24 2026 at 11:55 P.M.