Talent Development Specialist

Location
Tampa, FL
Posted
Mar 20, 2017
Employment Type
Full Time
Institution Type
Four-Year Institution

Overview

Under the general direction of the Manager of Talent Development, the Talent Development Specialist has responsibility for ensuring a high quality prospective and current student experience with Saint Leo University.

Responsibilities

  • Conduct quality reviews of Enrollment interactions to ensure service goals and quality standards are met. Provide feedback on strengths and areas of opportunity.
  • Review inbound and outbound calls and correspondence by observing performance, techniques and application of procedures.
  • Coordinate with the management team to ensure reviews are performed on schedule.
  • Summarize findings, offer recommendations, and communicate with managers on performance assessments
  • Provide feedback on uniform application of guidelines and procedures.
  • Provide critical data needed for generation of monthly reports reflecting performance of team.
  • Identify both positive and negative performance trends.
  • Provide recommendations on departmental policies and procedures to enhance service productivity.
  • Demonstrate integrity, ethical behavior in working with confidential information.
  • Participate in all meetings and events as assigned.
  • Develop and deliver both new hire and continuing education trainings.


Qualifications

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
  • Ability to manage time effectively, handle multiple projects, prioritize work and strong organizational skills.
  • Detail oriented so as to complete work assignments accurately and on time.
  • Demonstrated success working with students or customers in a service-oriented environment.
  • Strong oral, interpersonal and written communications.
  • Ability to travel occasionally to University campus and Las Vegas Support Center a plus.
  • Experience with Saint Leo University and a minimum of two years of professional experience in a quality assurance or contact center management role desired.



EDUCATIONAL REQUIREMENTS / QUALIFICATIONS / CERTIFICATIONS:
  • Bachelor's degree from a regionally accredited institution
  • Demonstrated success working with students or customers in a service-oriented environment




Job ID 2017-1125
Category ..
Job Locations US - FL - Tampa

PI97229259