Enrollment Contact Center Team Lead-Operations

Sep 15, 2017
Institution Type
Four-Year Institution

Northeastern University

Enrollment Contact Center Team Lead-Operations

Requisition Number: STFR004014

Division/College: Enrollment Management

Location: Dedham

Full-time/Part-time: Full Time


The Team Lead - Operations of the Enrollment Management Contact Center is responsible for assisting the Senior Assistant Director in overseeing a team of Enrollment Contact Representatives. The individuals in this role will have a strong focus on customer service and process development. Major responsibilities include responding to interactions, providing customer service, including handling escalated inquiries, monitoring and scoring recorded calls for the Enrollment Management Contact Center Staff and providing related feedback, prioritizing tasks and tracking and reporting call trends. Other responsibilities include identifying training needs and mentoring team members. This position will be a main point of contact for Student Finances Services, College of Professional Studies and Admissions. As such, the Team Lead - Operations will be the liaison for each respective area and be responsible for staying current with all changes; ensuring communication is disseminated to appropriate personnel and resolving problematic issues in a timely manner. Responsibilities will include, providing common call trends, making recommendations for proactive callout campaigns and making suggestions for improvement based on customer feedback.

The role of the Team Lead - Operations is to provide operational, procedural and product support to the Contact Center representatives, while projecting a positive image and fostering a respectful team environment. On a regular basis, responds to customer inquiries. This position is responsible for expediting sensitive operational issues and will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. The Team Lead - Operations works with management teams of College of Professional Studies, Telephone Services, Admissions, and Student Financial Services to ensure effective daily operations.

Two positions are available, one as the primary point of contact for Admissions and one as the primary point of contact for Student Financial Services.


Minimum of Bachelor’s Degree is required. This position will require excellent interpersonal, time management and communication skills. 3-5 years’ experience in the Enrollment Management Contact Center or equivalent is essential. The candidate will have a positive approach, the ability to work in a fast paced environment, demonstrated leadership ability, works with minimal supervision and a self-starter attitude. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential. Must be willing to work in a metrics driven environment and possess technical knowledge of various systems such as Sungard Banner, PowerFAIDS, SalesForce, AdmitWare, CashNet, Apply Yourself, SharePoint, Microsoft Office Suite and Interactive Intelligence applications.

This position is housed on the Dedham campus. It will require a flexible work schedule and include hours outside of regular work schedule.

Additional Information:
Two open positions, one as the primary point of contact for Admissions and one as the primary point of contact for Student Financial Services.

To be considered for this position please visit our web site and apply on line at the following link: [email protected]

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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