What are the responsibilities and job description for the Call Center Manager position at The University of Texas at Arlington?
Job Summary
The Call Center Manager leads all phone-based and related communication operations for OneStop, ensuring consistent, high-quality service across complex topics such as enrollment, financial aid, billing, and academic records. This position oversees staff performance, monitors and responds to service metrics, and leads continuous improvement of call workflows.
Minimum Qualifications
Staff Supervision and Leadership
The Call Center Manager leads all phone-based and related communication operations for OneStop, ensuring consistent, high-quality service across complex topics such as enrollment, financial aid, billing, and academic records. This position oversees staff performance, monitors and responds to service metrics, and leads continuous improvement of call workflows.
Minimum Qualifications
- Bachelor’s degree.
- Two (2) years of experience in call center operations, student services, or customer service management or an equivalent mix of education and relevant experience in similar role.
- Supervisory experience in a call center or high-volume communication environment.
- Experience resolving complex issues in at least one area: financial aid, student records, billing, or enrollment.
- Experience managing performance metrics such as call volume, handle time, quality, and service levels.
- Master’s degree in higher education, business, communications, or related field.
- Experience with call center systems (e.g., phone routing software, QA platforms, CRM ).
- Background in developing scripts, communication templates, or knowledge base content.
- Experience leading or participating in campus-wide committees or student service initiatives.
Staff Supervision and Leadership
- Directly supervise professional call center staff, including hiring, onboarding, coaching, performance evaluations, and ongoing development.
- Provide daily guidance and ensure staff maintain expertise in registration, records, financial aid, billing, and related processes.
- Establish staffing schedules, monitor coverage, and adjust resources to meet demand.
- Promote a high-quality student service environment, modeling professional standards.
- Manage daily operations including call flow, queue management, coverage planning, and service-level adherence.
- Resolve escalated calls and serve as a resource for complex student situations.
- Develop scripts, knowledge base inputs, and communication templates.
- Ensure accurate case handling, privacy/security compliance, and timely resolution of student needs.
- Address escalated or complex issues requiring advanced knowledge or judgment.
- Monitor KPIs (call volume, handle time, abandonment, quality scores) and implement improvements.
- Collaborate with leadership on performance dashboards and trend analyses. Identify training needs and implement QA programs.
- Lead or support projects impacting call center channels, communication strategies, or student outreach efforts.
- Coordinate with IT on call center software updates or enhancements.
- Coordinate and create resolution of multi-faceted situations with campus partners.
- Communicate trends, escalating issues, and service insights to internal and external departmental leadership to inform strategy.