Assistant Director - Civilian Advising

Location
Largo, MD
Posted
Jul 10, 2019
Closes
Jul 31, 2019
Ref
10008888
Industry
Education
Hours
Full Time
University of Maryland University College (UMUC) seeks an Assistant Director - Civilian Advising for the Office of Strategic Enrollment Management.

SPECIFIC RESPONSIBILITIES INCLUDE:
  • Coach, monitor, and evaluate productivity of employees through various channels including observations in employee's environment as it pertains to customer service. Evaluations are based on the requirements and expectations set for quality assurance.
  • Create, maintain, and evaluate statistics to ensure retention goals are achieved utilizing various reporting tools available.
  • Provide assistance and provide problem resolution for escalated customer issues, to include students and internal customers.
  • Develop, implement, and monitor outreach activities with the ultimate goal of increasing student retention within a fast- paced, high-volume student contact center environment.
  • Make recommendations on various areas to Director including business process improvement, outreach activities, individual and team training needs and opportunities.
  • Perform other job-related duties as assigned.

REQUIRED EDUCATION AND EXPERIENCE:
  • Bachelor's degree from an accredited institution of higher learning and two (2) or more years of successful management experience.
  • Strong organizational communication, and interpersonal skills and outstanding customer service.
  • Sales and closing skills.
  • Ability to prioritize and manage multiple tasks.
  • Demonstrate a strong understanding of management and leadership characteristics.
  • Thrive in a consultative role.
  • Ability to manage people and motivate others.
  • Ability to develop and implement outreach activities with the ultimate goal of increasing student enrollment within a fast-paced, high volume student contract center environment.
  • Ability to provide demonstrated proof of their ability and utilize data in order to strategically plan for desired outcomes.

PREFERRED EDUCATION AND EXPERIENCE:
  • Master's Degree.
  • Management experience within a recruitment, retention, or student service capacity in higher education.
  • Previous supervisory experience in a call center environment with the ability to lead and motivate.

POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED

SALARY COMMENSURATE WITH EXPERIENCE

All submissions should include a cover letter and résumé. UMUC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umuc.edu/benefits.html .
The University of Maryland University College (UMUC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMUC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions. If you are an external candidate, you will have the option to create an account after you submit your application. Passwords for external accounts must contain 8 characters including 1 uppercase letter, 1 number, and 1 special character. Please remember this password, as it will be required to apply to additional jobs.

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