What are the responsibilities and job description for the Collegewide Contact Center Assistant Manager position at Delaware Technical Community College?
Position Details
Position Information
Position Title
Collegewide Contact Center Assistant Manager
Position Number
26200
Position Type
Regular Full-Time
Hiring Location
Office of the President-Dover, DE
Contact Phone Number
302-857-1604
Contact Email Address
oophr@dtcc.edu
Work Location
Terry Campus-Dover, DE
Position Specific Details
Salary
$59,804
Classification Information
Classification Title
Collegewide Contact Center Assistant Manager
Job Code
3048 (FT)
FLSA
Exempt
Position Pay Grade
B/C 16
Position Type
Full-Time
Summary Statement
The incumbent will assist the collegewide contact center manager in ensuring an exceptional student-centered experience is delivered by a team of collegewide contact center specialists. The incumbent will assist the contact center manager to supervise day-to-day tasks of staff, utilizing a variety of technology and software platforms to interact with staff and students and resolve issues. This role requires collaboration with multiple departments across the College to support student enrollment and persistence.
Nature and Scope
The collegewide contact center assistant manager reports to the collegewide contact center manager and works in the collegewide contact center. The incumbent collaborates with multiple departments to develop and implement strategies that encourage students to enroll and stay enrolled at Delaware Tech. In addition, the incumbent is responsible for assisting with daily supervision of staff, scheduling, forecasting, reporting, and continual monitoring and measurement of quality delivery of service. The incumbent triages students’ needs using various technologies, including but not limited to phone, email, text, and instant messaging and coordinates outbound communication strategies. Regular contacts include students, faculty and staff, alumni, parents/family members, and community members.
Principal Accountabilities
An incumbent may perform any combination of the below listed accountabilities:
1. Serves as an engaged front-line member of the collegewide contact center by answering phone calls and responding to text messages and emails. Models exceptional delivery of services to the collegewide contact center team.
1. Serves as an engaged front-line member of the collegewide contact center by answering phone calls and responding to text messages and emails. Models exceptional delivery of services to the collegewide contact center team.
2. Assists in developing written and verbal communication templates and scripts that address trending student needs and questions.
3. Participates and assists manager in supervising onboarding and professional development for collegewide contact center staff, ensuring expectations for an exceptional student-centered experience are demonstrated by staff. Provides ongoing coaching, mentoring, and support in applying excellent customer service and applies procedural guidelines to respond to stakeholder needs and questions.
4. Assists in the collection and analyses of collegewide contact center data to create reports and identify trends. Works to improve collegewide contact center performance through regular monitoring and communication of this data with manager.
5. Assists in developing the collegewide contact center schedule, and helps to manage staffing levels based on forecasting and volume. Assists in tracking work volume and efficiency of operations.
6. Identifies, triages, manages, and resolves matters and ensures excellent student-focused customer service. Provides conflict resolution assistance for escalated student needs and additional support to assigned staff to ensure they have the tools and information needed to best serve students.
7. Accesses, reviews, verifies and processes student information, including but not limited to: admission applications, registration materials, course records, financial aid status, and payment information.
8. Continuously seeks and revises knowledge based on new or updated information regarding college and/or department policies, procedures, activities, events, etc.
9. Collaborates with multiple departments to ensure student needs are met and conflicts or escalated issues are resolved.
10. During identified absences of the collegewide contact center manager, serves as the acting collegewide contact center manager at the direction of the vice president for academic affairs or his or her designee.
11. Performs other related duties as required.
Knowledge Skills and Abilities
- Knowledge of College operations, policies, practices, and procedures.
- Knowledge of student recruitment/retention strategies and strategic enrollment planning.
- Knowledge of presentation and reporting software to create and deliver effective presentations and reports.
- Knowledge of student records systems and communication platforms including the student support center technology and software.
- Knowledge of management and supervisory practices.
- Skill in time management and organization.
- Skill in conflict resolution and problem solving.
- Skill in recording and compiling data accurately.
- Ability to effectively communicate, both verbally and in writing.
- Ability to research information and independently resolve complex inquiries.
- Exceptional customer service skills including excellent phone and email etiquette.
- Ability to communicate effectively, both orally and in writing, and relate to a diverse population in a multicultural environment.
Minimum Qualifications
Bachelor’s degree in a relevant field and two (2) years of relevant experience; or other equivalent combination of education and experience.
Est. 6/30/2023; Rev 4/15/2025
Posting Details
Posting Details
Posting Number
REG4966PO
Number of Vacancies
1
Desired Start Date
Position End Date (if temporary)
Open Date
03/19/2026
Close Date
04/03/2026
Open Until Filled
No
Special Applicant Instructions
Supplemental Questions
Required fields are indicated with an asterisk (*).
Required Documents
Required Documents
Optional Documents
- Resume
- Cover Letter/Letter of Application
- Teaching Philosophy
- Writing Sample
- Curriculum Vitae
- Unofficial Transcripts
- Other Document
- Multi Media
- First Letter of Reference
Salary : $59,804