Senior Coordinator, One Stop Contact Center

Title: Senior Coordinator, One Stop Contact Center

Employee Classification: Sr Student & Pgrm Coordinator

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Integrated Student Svc Ctr

Department: UNT-Integrated Student Svc Ctr-164820

Job Location: Denton

Salary: 47,232.00

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). Guiding students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.

Position Overview

The UNT One Stop Contact Center is part of the university’s newly formed Division of Enrollment Integrated Student Services One Stop team. Committed to enhancing the overall student experience, this innovative team brings together expertise and resources from across the Division of Enrollment to seamlessly support a student’s UNT journey. The goal is to simplify students’ interactions with the institution and create a supportive environment.

The Senior Coordinator functions as a team lead for members of the One Stop Contact Center team to maximize accuracy and deliver an exceptional student experience. The coordinator fosters a student-service-oriented culture by promoting a strong commitment to meeting student needs, ensuring their success, and continuously improving their experience throughout their journey. This position serves as a resource to others for resolution of complex student problems and issues. Key responsibilities include coaching and mentoring team members, resolving escalated customer issues, monitoring call center metrics, and assisting department leadership in identifying process improvements to enhance effectiveness.

Minimum Qualifications

Bachelors degree in a related field and two years of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

Excellent interpersonal, written, and verbal communication, critical thinking and administrative skills. Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities. Proven ability to work effectively as a team member. Experience in Microsoft Office Suite, student information systems, CRM.

Preferred Qualifications

Bachelor's degree in related field and two years of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.

Required License/Registration/Certifications

Job Duties

• Provide leadership for a team of student experience representatives within the One Stop Contact Center. Includes but is not limited to, daily oversight, new hire integration, timekeeping, leave management, schedules, participation with annual review process, quality assurance assessment, training, and case management.

  Counsel, advise, investigate, solve problems and resolve questions and issues escalated from functional team. Provide further escalation to director and/or home offices as necessary.

  Call Management - Escalations: Respond to and resolve escalated customer inquiries and complaints with professionalism and empathy, ensuring a positive customer experience. Provide real-time support and guidance to call center agents, helping them navigate difficult calls and improve their problem-solving skills.
  
  Call Management - Active Calls: Assist students in navigating their student experience across division pathways by phone or through virtual pathways. Support One Stop Contact Center model with active call activities when needed – examples include but are not limited to break and lunch rotations and peak periods.

  Advanced Student Support and Service Delivery: Provide advanced direct assistance to students, families, and campus partners in support of a holistic and simplified student experience. Deliver accurate, timely, and student-centered support across enrollment and financial service areas through in person, phone, virtual, and case management channels while assisting with the day-to-day UNT One Stop operations and retention-focused initiatives across all One Stop locations.

  Monitor and manage Microsoft Teams chat channels to ensure effective and efficient communication and services across call center. Provide real-time support to representatives, answering questions and guiding them through complex customer interactions.

  Provide oversight for team case management in Salesforce. Follow-up with both students and Center leadership regarding referrals and outcomes. Manage and resolve One Stop Contact Center Escalation queue.

  Assist Director with department projects as needed, including but not limited to documentation, technology, engagement, case management, and training.

  Lead by example and encourage others to provide outstanding assistance to students. Offer guidance and resources and foster an empathetic and respectful environment that values each student’s unique perspective.

  Adhere to all institutional, state and federal guideline and regulations, including FERPA and participate in professional development on a continual basis to maintain compliance.

Physical Requirements

Environmental Hazards

Work Schedule

Monday-Friday 8am-5pm, with overtime as needed through the year and during peak periodss.

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.