Associate Director, MSSC

4 weeks ago


Springfield, Illinois, United States George Mason University Full time
About the Position

The Associate Director is responsible for overseeing the day-to-day operations of the Mason Student Services Center (MSSC). This includes ensuring that a team of cross-trained staff provide high-quality service to visitors in-person. The Associate Director monitors visitor volume, identifies trends, and takes proactive measures to shift staff resources and provide stronger support during peak times of the year.

The Associate Director ensures that staff are following documented policies and procedures and is the first point of contact for partner office management should changes in policy, procedures, or other timely information need to be disseminated to MSSC staff.

Responsibilities
  • Operation Management: Manages the day-to-day operations of the MSSC in Fairfax and Arlington, focusing primarily on in-person services with a secondary focus on virtual services.
  • Customer Service: Works to ensure that all MSSC staff in all channels of service are providing consistent, accurate information to visitors and are meeting customer service standards.
  • Problem Resolution: Professionally addresses, counsels, and resolves escalated cases and problems referred by MSSC Generalists and other Partner Offices.
  • Staff Supervision: Hires, trains, mentors, supervises, and provides direction to 7 FTE, including delegating work tasks and addressing performance issues.
  • Data Analysis: Uses real-time and historical data in Salesforce (CRM) to monitor staff performance, makes informed decisions, improves business processes, visitor experience, and provides reports to management.
  • Policies and Procedures: Interprets university, state, and federal policies and procedures and exercises professional judgment authority to implement changes and make exceptions to MSSC policies without supervisory approval.
  • Training and Development: Ensures that staff are up-to-date with internal and partner office policies and procedures, creates and maintains training documentation, and coordinates ongoing quality assurance activities.


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