Manager, Scholarships & Financial Aid Contact Center
University of Houston
December 12, 2017
Higher Education Institution
Provide leadership in Call Scholarships and Financial Aid Contact Center operations for telephone operator and UH on Call Staff customer service representative and student workers. Manage the workforce to serve as a centralized operation for all first point of customer contact, including telephone and e-mail, and walk-in contacts from all customer segments. In conjunction with the Assistant Directors develop and execute the Center's strategies, goals, and staffing plans to support the maintenance of customer contact volumes through all access channels.
Maintain the Center's workload volumes, trends data, metrics, and documentation for all processes.
Establish and execute management assessment processes that focus on continual development of staff and ensure that quality service is being provided.
Administer personnel actions; Set boundaries, goals, and expectations for Contact Center staff. Coordinate schedules and insure that coverage for all hours of support.
Coordinate and identify training needs and development plans for Contact Center staff.
Prepare and maintain Contact Center's Budget.
Perform other job-related duties as assigned.
Bachelors and 3 years experience
Requires a thorough understanding of both theoretical and practical aspects of an analytical, technical or professional discipline; or the basic knowledge of more than one professional discipline. Knowledge of the discipline is normally obtained through a formal, directly job-related 4 year degree from a college or university or an equivalent in-depth specialized training program that is directly related to the type of work being performed.Requires a minimum of three (3) years of directly job-related experience.
Founded in 1927, the University of Houston is the leading public research university in the vibrant international city of Houston. Each year, we educate more than 40,750 students in more than 300 undergraduate and graduate academic programs, on campus and online. UH awards more than 8,000 degrees annually, with more than 200,000 alumni. UH is a Carnegie-designated Tier One public research university.