Call Center Manager and Records Support

• Provide forward-thinking management and leadership, motivating and directing the call center team within a complex service-oriented setting.
• Supervise 10-15 student employees, including hiring, training, evaluations, corrective actions, and daily supervision.
• Motivate and educate the team to align roles and responsibilities with CU Boulder and registrar goals, mission and creed, and contribute to a positive working and learning environment.
• Build and maintain the call center schedule, staff escalation contacts, assignments and a repository of consistent responses to common questions.
• Design and maintain documentation for hiring, evaluation, daily duties of team and a training program using comprehensive department knowledge to ensure that all client-facing staff is trained to offer exemplary service.
• Delegate responsibilities to maximize efficiency and to develop all team members abilities and experience.
• This position may also supervise 1 to 2 temporary staff or 1% staff.
• Research current customer service practices pertaining to higher education administration and support to ensure that the ERS area meets or exceeds customer expectations.
• Supervise call center student staff in the consistent and accurate collection of metrics, both quantitative and qualitative.
• Collect and analyze data on issues to identify common themes and work to address underlying causes.
• Act as the lead on analyzing the ticketing system for case completion, categorization feedback, data collection, common issues, and creating dashboards or reports and presenting this data to leadership.
• Observe and document processes related to customer service, communication and call center specific operations to inform department-wide process analysis.
• Utilize skills and knowledge of desired customer service outcomes and process workflow volumes to interpret current resource usage and identify areas of opportunity.
• Make recommendations for improved procedures, technologies, communications and metrics designed to improve customer experience.
• This position will also act as the Assistant Manager to the Front Desk manager.

• Use independent judgment, critical thinking and knowledge of principles and processes to represent the university and office through customer interactions.
• This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Support integration of ERS and Tuition Classification customer service operations, research and apply best practices, and capture and assess qualitative customer data to continuously improve the reputation of the office.
• Must maintain current and accurate knowledge of multiple services, regulations/laws/policies, and SLAs, such as registration, drop/add, FERPA, COF, residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and many more.
• Provide customer support and assistance in those areas. Research answers when uncertain and ensure the accuracy of responses.
• Observe gaps in customer service expectations vs. service delivery and make continuous suggestions for improvement.
• Serve as a troubleshooter and problem solver for registration-related and area-specific questions and issues.
• Includes handling all non-routine registration situations, disseminating critical ERS information to office staff, and supporting the CU-SIS Development Team and Senior Associate Registrar as necessary to resolve registration and/or program issues.

• Provide back-up and business analyst to enrollment specialists by understanding and evaluating current processes for efficiency and effectiveness.
• Primary lead for the following processing duties: COF, Study Abroad, and GoArmy data entry.
• Assist with managing record updates (basketwork), handling Selective Service submissions, and assisting with other ERS related processing.
• Administer COF by researching and reconciling COF record errors. Assist students by comparing data in CS and the COF database, recommend changes necessary to resolve discrepancies and administer COF error reporting by running queries and communicating errors to students.
• This position processes Study Abroad registration.
• Collaborate on processing Selective Service certification submissions and managing basketwork; assisting with running basketwork through tracking incoming work; finding and resolving errors with campus constituents, and collaborating with co-workers to distribute work.
• Collect and maintain metrics on work processed and received, and errors on forms.
• Document and make recommendations for improved procedures, technologies, communications, and data collection.

• Support the office by recommending enhancements and improvements to student transactions and systems through data-focused proposals.
• This includes recommendations to web software, portal interfaces, student web transactions, workflow/business processes and more.
• Consult with end-user staff and students, understanding, and interpretation of departmental technology, mission, goals, and objectives.
• Analyze services using reporting tools such as ticketing systems, metrics, and reports.
• Then using both qualitative and quantitative data, complete business system analysis, evaluating the feasibility, compatibility, performance, and cost-effectiveness of potential system configurations, updated forms, workflows, and other tools.
• Using data-informed analysis, design enhancement proposals for the department based on quantitative and qualitative data collected from ticketing system cases and metrics.
• Use on-campus technology to automate or improve processing or services, or recommend cost-effective platforms.
• Collaborate with content owners, campus constituents, and technology teams as needed to implement improved tools or processes, avoid duplication of efforts and to test updated tools or processes.
• Understand data and tools utilized to recognize when code-based tools aren’t functioning properly and perform basic troubleshooting operations.
• Work with the Office of Information Technology (OIT), University Information Services (UIS), and the internal Technology and Reporting department to maintain and update any automated processes, reports, and queries.

• Oral and written communication skills.
• Ability to perform professional, courteous and accurate customer service in a fast-paced, high volume environment.
• Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
• Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
• Strong MS Excel, Word, Access and PowerPoint skills.
• Ability to work with individuals at all levels of the organization.
• Experience working in a call center, handling customer orders over the phone and in person.
• Experience working with a student information system and imaging system.

• Knowledge of registrar office functionalities; experience in a university registrar’s office, or a university student services office (e.g., financial aid, admissions, bursar).
• Experience with PeopleSoft Campus Solutions student information system.
• Supervisory experience with the ability to oversee a diverse staff by defining goals and objectives, prioritizing, and meeting deadlines.
• Demonstrated good judgment in decision-making, process evaluation, and procedure implementation.
• One year of experience in higher education, preferably working in Admissions/Bursars or Registrar’s office.
• Experience working with Colorado Tuition classification law.
• Basic knowledge of VBA macros and iMacros.

To apply, please submit the following materials:

• A current resume.
• A cover letter that specifically addresses how your background and experience align with the requirements, qualifications, and responsibilities of the position.

You will not be asked to upload references at this time.

Please apply by November 25, 2019 for consideration.

Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs.