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Student Engagement Manager

2 months ago

Carlsbad, United States InsideHigherEd Full time

Compensation: $21.04-$25.25

Position Overview: Under the guidance of the Associate Director of the Contact Center, the Student Engagement Manager is responsible for overseeing the daily functions of the call center. This role focuses on managing, training, and mentoring call center representatives to ensure effective execution of tasks. The manager assesses representative performance, addresses challenges, evaluates call center metrics, and organizes staffing schedules.

Key Responsibilities:

  • Delivering information and support regarding a variety of services and programs, including financial assistance, enrollment procedures, assessment tests, student resources, and more.
  • Overseeing Contact Center personnel, facilitating training sessions, reviewing work quality, establishing schedules, and managing administrative responsibilities.
  • Updating database entries, utilizing customer relationship management systems, generating reports, and providing administrative assistance.
  • Maintaining up-to-date knowledge of institutional offerings and community resources, managing various communication channels, and participating in meetings and quality enhancement initiatives.
  • Establishing monitoring benchmarks, analyzing outcomes, coordinating staff schedules, and ensuring service excellence.
  • Setting and achieving performance objectives, assessing staff, resolving client concerns, and fostering communication within the organization.
  • Addressing complex inquiries, analyzing and resolving operational challenges, and performing other related tasks as needed.

Minimum Qualifications:

  • An Associate's degree in Business Administration or a related discipline, coupled with four years of relevant experience, including at least one year in a supervisory capacity.

Preferred Qualifications:

  • Bilingual proficiency is advantageous.

EEO Statement: InsideHigherEd is an equal opportunity employer that values diversity and does not discriminate based on various factors. We hire individuals authorized to work in the U.S. and uphold inclusive employment practices.