The Communications Operations Manager reports to the Senior Director of Strategy & Operations, within Enrollment and Success. The Manager is responsible for managing the day to day operations of the student call center, supporting new communication initiatives and ensuring that all university metrics are achieved, quality assurance measures are met and performance metrics are analyzed for communication and operational efficiency. The Manager enhances business and communication operations through the use of strong technology acumen, communication skills, and excellent project management. The Manager is the main liaison for the student call center and implements our communications strategy in response to inquiries about The New School. The incumbent will be involved in short and long term projects as assigned.
The successful candidate will be a personable, detail oriented problem solver, who possesses strong project management, communication and organizational skills. This position requires a high level of versatility and flexibility. The Manager will monitor and analyze large call data sets, produce and customize reports, and operationalize best practices and policies with regards to our call center. The Manager will possess the ability to work well with stakeholders across, and external to, the University. The position requires a strong student service orientation and the demonstrated ability to perform a variety of complex, diverse and analytical tasks. This role is ideal for someone with an entrepreneurial spirit, high tech abilities, who possesses a positive attitude and takes on challenges with a proactive approach.
●Initiate, plan and lead projects focused on improving the student contact center and other initiatives as assigned ●Oversee the management of an external call center, tasked with providing prompt, accurate and quality service to current and prospective traditional and nontraditional undergraduate, graduate, and continuing education students to The New School ●Provide initial and ongoing cross-training in various content related subjects, including admissions, financial aid, student accounts and registration to external partners and university staff ●Maintain uptodate knowledge of academic program offerings and enrollment policies and procedures to ensure timely updates are made to all relevant training and point of service materials for the call center ●Maintain knowledge base; manage and traffic information updates as needed between The New School and call center ●Serve as the first point of contact for second level inquiries and escalation procedures from the external call center as well as partnering with internal New School departments to provide consistent and accurate information and documentation ●Analyze and report on call center specific data in order to identify opportunities for performance improvement ●Conduct business process review and provide operational assistance to ensure university practices and procedures are being adhered to from a consistency and quality assurance perspective ●Build collaborative and productive relationships within a customer service focused environment ●Collaborate with external call center to identify key areas for improvement from a student recruitment and enrollment management perspective and to streamline existing workflow processes ●Perform other job related duties as assigned ●Manage student ambassadors
●Bachelor's degree and minimum three years' related experience in higher education or non-profit organizations ●Advanced proficiency in Word, Excel, and PowerPoint ●Agility and comfort using different types of technology and software ●Call center management experience ●Training experience including design/development, documentation, delivery, and evaluation ●Demonstrated skills in customer service, project management, creative problem solving, time management, oral and written communication, and interpersonal skills ●Demonstrated ability to meet business objectives within the university's framework and vision ●Demonstrated ability to use independent judgment and to make informed decisions in a timely fashion; to interact and communicate effectively with all levels of an organization; to formulate assessments and propose recommendations in an articulate fashion; and, to prioritize and successfully manage multiple tasks and large amounts of information ●Comfort working with multicultural and diverse colleagues and students ●This position may require some travel
●Master's degree or equivalent work experience ●Advanced proficiency and use/set up of audiovisual and telephony technologies ●Experience with data analysis, student administration systems and high traffic customer service or sales environment ●Project management certification ●Previous experience with quality assurance ●Experience working within a higher education setting, supporting undergraduate, graduate and adult populations ●Experience with Google Apps, Banner, Hobsons, and CRM systems ●Call center certification
Internal Number: 16417
About The New School
The New School, a leading university in downtown New York City, offers degree and nondegree academic programs in design, the social sciences, the liberal arts, management, the arts, and media. Students benefit from small classes, superior resources, and renowned faculty members who practice what they teach. Continuing education courses and public programs place the university at the center of New York’s cultural and intellectual life.