Coordinator III, Call Center and Welcome Center Desk

Job Title: Coordinator III, Call Center and Welcome Center Desk

Location:
LSC-CyFair Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 45415 Commitment to Mission At Lone Star College System, every employee contributes to our mission of providing transformational educational opportunities that help individuals get from where they are to where they want to be. Guided by our vision to lead higher education through high-quality, affordable, and innovative learning opportunities, employees are expected to exemplify professionalism, integrity, accountability, and collaboration. One LSC Philosophy Through our One LSC Philosophy, we deliver excellent and uniform customer service, providing consistent information, and uniformly helping every student regardless of physical location, modality, college, campus, center, or medium. Great Colleges to Work For® Lone Star College System is proud to be recognized as a Great Colleges to Work For® institution by The Chronicle of Higher Education. This recognition reflects our commitment to creating an organizational culture where employees are valued, supported, and empowered. Campus Marketing Statement Lone Star College-CyFair With 100,000 students and counting, Lone Star College System provides transformational educational opportunities that help individuals get from where they are to where they want to be. The two-year institution is training tomorrow's workforce today, offering more than 200 degrees and certification programs that empower students to take the next step. Lone Star College System has eight main campuses and more than 20 locations in the Houston area. Learn more at LoneStar.edu. Located in suburban northwest Houston, in the heart of the Cy-Fair Community, Lone Star College-CyFair offers a full range of programs, including unique offerings in fire science technology, logistics management, and sonography. Since opening its award-winning campus in 2003, the college has experienced record growth, supporting an exciting learning environment that combines state-of-the-art technology with active, collaborative learning. The address is 9191 Barker Cypress Road, Cypress, TX 77433. All applicants must reside in Texas.

Job Description
PURPOSE AND SCOPE The Coordinator III, Call Center and Welcome Center Desk provides oversight and facilitation of day-to-day and some long-term operations within the Call Center and Welcome Center/Desk, playing a strong role in leading, planning, developing, evaluating, and improving assigned areas of responsibility. May be responsible for the success of the assigned area, ensuring smooth and efficient operations as well as compliance with policies, procedures, and applicable local, state, and federal regulations. Coordinates logistics, services, and support surrounding significant/diverse programs or departments. Makes and communicates process decisions based on best practices. ESSENTIAL JOB FUNCTIONS Oversees daily and some long-term operations of the Call Center and Welcome Center Desk. Actively maintains up-to-date knowledge of area and acts as a Subject Matter Expert within area and as a point of contact and liaison for internal and external constituents Coordinates and supports Call Center and Welcome Center/Desk operations to create a welcoming environment, promote a sense of belonging, and provide a positive experience for new and continuing students, parents, families, community partners, and campus guests Performs research relevant to area of specialty. Develops, monitors, and maintains a variety of spreadsheets, databases, and reports. Presents findings to internal and external constituents, which may include LSCS Managers/Executives, community members, and/or outside groups and organizations Supervises, trains and develops department staff. Schedules and prioritizes work and activities and develops and organizes training materials Serves as a resource for prospective first-time college students by reviewing admissions data, documents, and holds, providing guidance, and coordinating required steps to prepare students for campus visits Monitors and evaluates Call Center and Welcome Center/Desk operations, including developing methods of evaluation and tracking and analyzing performance metrics and trends. Resolves escalated customer service issues and makes recommendations for revisions to processes, staffing, objectives, and strategies to support efficient operations, quality customer service, and continuous improvement Coordinates and manages various department and management calendars and schedules. Plans, schedules, and coordinates various meetings/seminars/events, including site selection and preparation, marketing and training materials, and general support Monitors and controls resources such as office supplies and equipment needed within the department. Submits requisitions and reviews and approves/denies purchase requests in accordance with the budget. Manages or assists with manageme