Job Duties: Job duties for the Call Center supervisor include: hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting improvements to the Associate Director of Financial Aid for Counseling and Outreach.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Preparing reports and analyzing data to assist Financial Aid Office management in assessing needs and outcomes.
Participation in the planning and implementation of institutional assessment, goal setting, evaluation and reporting.
Working with other supervisors and management team members to support agents and maximize customer satisfaction. Special Instructions To Application: Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write 'see resume' on your application when completing the job duties section. If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment). Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities. Applicants must be currently authorized to work in the United States on a full-time basis. Minimum Education/Experience: High school diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
Full time or Part time: Full Time
Position Location (city): Greenville
Position Number: 000694
Organizational Unit Overview: The mission of the Office of Student Financial Aid is to help students and families identify resources to assist them in attaining an East Carolina University education.
The mission of the Call Center is to field calls from students and parents for Cashier's, Financial Aid and Undergraduate Admissions Offices. To ascertain the nature of the call, answer level one (general) questions and forward any level two (specific in-depth) questions to the Cashier's, Financial Aid, Admissions or another campus office as deemed appropriate. Call Center staff are expected represent these offices and East Carolina University in a clear, pleasant, and professional manner. About East Carolina University
To be a national model for student success, public service and regional transformation, East Carolina University uses innovative learning strategies and delivery methods to maximize access; prepares students with the knowledge, skills and values to succeed in a global, multicultural society; develops tomorrow's leaders to serve and inspire positive change; discovers new knowledge and innovations to support a thriving future for eastern North Carolina and beyond; transforms health care, promotes wellness, and reduces health disparities; and improves qualify of life through cultural enrichment, academics, the arts, and athletics. We accomplish our mission through education, research, creative activities, and service while being good stewards of the resources entrusted to us. East Carolina University delivers on the promise of opportunity. We open doors. We improve lives. We transform the present, and we discover the future. In these ways and more, we serve our community, our state, our nation and our world as together we reach toward our greatest potential. Tomorrow starts here.
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