Emory University Supervisor, Communications Center - Admissions in atlanta, Georgia

Description

  • Communications Center. Leads the training, coaching, monitoring and motivation of student customer service representatives who answer all incoming emails and calls to the Admission Department.

  • Develops a training program and provides service improvement recommendations. Provides feedback and coaching to students.

  • Develops and maintains a training manual, updating content as procedures change.

  • Monitors email and call volume and prepares reports, as necessary. Handles escalated customer issues and resolves situations in a positive manner.

  • Develops contingency plans for staffing shortages and other business challenges.

  • Identifies learning needs and service improvement opportunities.

  • Reviews communications center processes and makes recommendations for changes to increase customer satisfaction.

  • Audits responses to general emails and calls received in the Admission Department.

  • Hires, trains and supervises students. Performs related responsibilities as required.

MINIMUM QUALIFICATIONS:

  • A bachelor's degree and one year of customer service or related experience or an equivalent combination of education, training and experience.

  • Experience in a lead or supervisory role preferred. Knowledge of various computer software packages.

  • Excellent writing and communication skills.

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Job Number 18231

Job Type Regular Full-Time

Division EVP Provost Academic Affairs

Department Undergrad Admissions

This position may involve the following Health and Safety issues: Not Applicable

Job Category Admissions & Student Life

Emory University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all applicable Federal and Georgia State laws, regulations, and executive orders regarding nondiscrimination and affirmative action in its programs and activities. Emory University does not discriminate on the basis of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Inquiries about this statement should be directed to the Office of Equity and Inclusion, 201 Dowman Drive, Administration Bldg, Atlanta, GA 30322