Call Center Manager
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Job Location:
Arlington, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Summary
The Call Center Manager leads all phone-based and related communication operations for OneStop ensuring consistent high-quality service across complex topics such as enrollment financial aid billing and academic records. This position oversees staff performance monitors and responds to service metrics and leads continuous improvement of call workflows.
Essential Duties And Responsibilities
Staff Supervision and Leadership Directly supervise professional call center staff including hiring onboarding coaching performance evaluations and ongoing development. Provide daily guidance and ensure staff maintain expertise in registration records financial aid billing and related processes. Establish staffing schedules monitor coverage and adjust resources to meet demand. Promote a high-quality student service environment modeling professional standards. Call Center Operations Oversight Manage daily operations including call flow queue management coverage planning and service-level adherence. Resolve escalated calls and serve as a resource for complex student situations. Develop scripts knowledge base inputs and communication templates. Ensure accurate case handling privacy/security compliance and timely resolution of student needs. Address escalated or complex issues requiring advanced knowledge or judgment. Metrics Reporting & Quality Assurance Monitor KPIs (call volume handle time abandonment quality scores) and implement improvements. Collaborate with leadership on performance dashboards and trend analyses. Identify training needs and implement QA programs. Project and Initiative Support Lead or support projects impacting call center channels communication strategies or student outreach efforts. Coordinate with IT on call center software updates or enhancements. Campus Collaboration and Issue Resolution Coordinate and create resolution of multi-faceted situations with campus partners. Communicate trends escalating issues and service insights to internal and external departmental leadership to inform strategy. Perform other duties as assigned.
Minimum Qualifications
Bachelors degree. Two (2) years of experience in call center operations student services or customer service management or an equivalent mix of education and relevant experience in similar role. Supervisory experience in a call center or high-volume communication environment. Experience resolving complex issues in at least one area: financial aid student records billing or enrollment. Experience managing performance metrics such as call volume handle time quality and service levels.
Preferred Qualifications
Masters degree in higher education business communications or related field. Experience with call center systems (e.g. phone routing software QA platforms CRM ). Background in developing scripts communication templates or knowledge base content. Experience leading or participating in campus-wide committees or student service initiatives.
Work Schedule
Monday through Friday 8:00 am 5:00pm Occasional evening and weekend hours.
The Call Center Manager leads all phone-based and related communication operations for OneStop ensuring consistent high-quality service across complex topics such as enrollment financial aid billing and academic records. This position oversees staff performance monitors and responds to service metrics and leads continuous improvement of call workflows.
Essential Duties And Responsibilities
Staff Supervision and Leadership Directly supervise professional call center staff including hiring onboarding coaching performance evaluations and ongoing development. Provide daily guidance and ensure staff maintain expertise in registration records financial aid billing and related processes. Establish staffing schedules monitor coverage and adjust resources to meet demand. Promote a high-quality student service environment modeling professional standards. Call Center Operations Oversight Manage daily operations including call flow queue management coverage planning and service-level adherence. Resolve escalated calls and serve as a resource for complex student situations. Develop scripts knowledge base inputs and communication templates. Ensure accurate case handling privacy/security compliance and timely resolution of student needs. Address escalated or complex issues requiring advanced knowledge or judgment. Metrics Reporting & Quality Assurance Monitor KPIs (call volume handle time abandonment quality scores) and implement improvements. Collaborate with leadership on performance dashboards and trend analyses. Identify training needs and implement QA programs. Project and Initiative Support Lead or support projects impacting call center channels communication strategies or student outreach efforts. Coordinate with IT on call center software updates or enhancements. Campus Collaboration and Issue Resolution Coordinate and create resolution of multi-faceted situations with campus partners. Communicate trends escalating issues and service insights to internal and external departmental leadership to inform strategy. Perform other duties as assigned.
Minimum Qualifications
Bachelors degree. Two (2) years of experience in call center operations student services or customer service management or an equivalent mix of education and relevant experience in similar role. Supervisory experience in a call center or high-volume communication environment. Experience resolving complex issues in at least one area: financial aid student records billing or enrollment. Experience managing performance metrics such as call volume handle time quality and service levels.
Preferred Qualifications
Masters degree in higher education business communications or related field. Experience with call center systems (e.g. phone routing software QA platforms CRM ). Background in developing scripts communication templates or knowledge base content. Experience leading or participating in campus-wide committees or student service initiatives.
Work Schedule
Monday through Friday 8:00 am 5:00pm Occasional evening and weekend hours.
Required Experience:
Manager
About Company
An educational leader in the thriving North Texas region, UTA nurtures minds within an environment that values excellence, ingenuity, and diversity.
