OPS Call Center Manager

Department

Compensation

Required Qualifications

​Job Functions:

• Performs one or more Call Center functions while working directly with students and families to answer educational questions and concerns.
• Works in coordination with the Assistant Director of One-Stop, or above, to oversee inbound and/or outbound call center operations and functions.
• Provides assistance to the public over the telephone and through e-mail or other written correspondence.
• Assist with the day-to-day operations of the department. Train and supervise student staff.
• Will work independently under the supervision of the Assistant Director, or above.
• Collects and analyzes data as appropriate with discretionary use under FERPA rules, for use in handling all Enrollment Services activities.
• Collaborates in and contributes to institutional policy making and assisting key areas of the University in student enrollment, retention and success.
• Works with leadership to plan for and implement regular assessments, including surveys and feedback from students in an effort to continually improve functions and services in the office.
• Must be familiar with or be willing and able to quickly and accurately learn the policies, practices and functions of the University of North Florida.
• Performs related duties as required or deemed appropriate to the accomplishment of the responsibilities and functions of his/her area(s). Problem solves and trouble shoots.
• This position will support One-Stop in supervision of all One-Stop Call Center student employees in occasions of the Assistant Director's absence.
• Will function under the supervision of the Assistant Director, or above, of One-Stop Student Services. In the absence of the Assistant Director, or above, the OPS Coordinator will be empowered to address issues raised by students consistent with department and University policies and procedures.
• Expected goals and performance levels will be established.
• Will be expected to function in a collaborative environment and make decisions consistent with departmental and university expectations and procedures.
• Other duties as assigned.

Departmental Requirements:

• Must be able to work flexible shifts between 8:00 a.m. – 7:00 p.m. Schedules will be planned in advance depending on the availability of the hired individual.
• Experience working in customer service setting required.
• Strong interpersonal skills and communication skills (both spoken and written) are required.
• Must possess strong communication skills for interfacing with the public and collaborating with team members.
• Must have capacity to learn and implement conflict resolution skills.
• Must have strong computer skills and the ability to adapt to new technologies.
• Cannot be a current UNF student.

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Statement(s) of Understanding

This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.

The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator

Equal Opportunity

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.

Carnegie

UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.