College: DCC

Department: Student Affairs

Sub department: Student Affairs Answer Center

Type of Appointment: Unclassified - Administrative/Staff

Duties and Responsibilities: 

50% Supervise Contact Center Staff:

Facilitating and ensuring an exceptional customer service experience. Supervise Contact Center to ensure proper information is disseminated. Assign work to the Contact Center to ensure students are efficiently working through the enrollment and re-enrollment processes. Resolves escalated student issues by gathering information on the issue, resolving the issue, and meeting with students. In instances when a resolution is not available find an alternative course of action for the student to follow. Host weekly meetings with the Contact Center to review weekly reports to ensure successful completion of work assigned. Works with Director and Assistant Director to resolve any personnel issues and to design professional development plans for each employee. Trains, evaluate, and provide work direction and guidance to assigned staff. Reviews and monitors the work of staff to ensure compliance and accuracy with all state and federal policies and regulations.

25% Supervise City Park Welcome Desk:

Oversee the City Park Welcome Desk and staff. Responsible for the supervision of the Welcome Desk employees including hiring, formal and informal performance appraisals, and coaching staff. Ensure adequate coverage in daily operations that include in-person, phone, email, and other processing. This includes working on the front line with staff to keep the time students wait to see appropriate college personnel to a minimum. Assist staff in counseling students and parents by resolving issues and answering questions. Meet with Welcome Desk employees regularly to develop performance goals. Communicate in a timely manner with staff to ensure they have the tools necessary to perform their jobs. 

25% Complete Special Projects as Assigned:

Work with the Assistant Director on special projects. Assume other duties as assigned. Remain current on departmental policies and procedures. Review, revise and order forms as necessary. Assist in revising enrollment policies and procedures. Attend training and workshops. Disseminate email communications to the Contact Center and City Park Welcome Desk staff. Attend outreach activities on the campus. Work on special projects and serve on committees as assigned. Communicate daily analytics and reports regarding the functions of the Contact Center and City Park Welcome Desk. 

Required Education: Bachelor’s Degree from an accredited university or institution.

Eight (8) years of experience in student affairs can substitute for the minimum education requirement.

Required Experience: At least two (2) years in a customer service or management position.

Preferred Experience: Two to five (2-5) years’ experience in call/contact center management. Experience working in a higher education ERP system. (Preferably Banner)

Benefits: As a member of the Louisiana Community and Technical College System, DCC has an attractive benefits package with a wide variety of benefit options. Benefits offered include retirement, multiple medical insurance options, supplemental insurances (dental, term life, disability, accident, vision, etc.), Tax Saver Flexible Benefits Plan (saves tax dollars on some child care and medical expenses), holidays (14 per year, typically includes longer break at Christmas), generous annual (vacation) and sick leave benefits and Employee Assistance Program. Specific benefits depend on job category, percent effort and length of employment.

Passing pre-employment criminal background screen is required as a condition of employment. DCC is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities.