Manager, Enrollment Center
Manager, Enrollment Center
University of California, Los Angeles
Requisition Number: 30304
Salary: $4,842 - $9,591 monthly
Under the general direction of the Chief Student Experience Officer, the Manager of the UCLA Extension Enrollment Center oversees continuous improvement of cross-functional processes and develops methods to ensure extraordinary service to all UCLA Extension students and internal/external customers; identifies new potential workflows and technology accelerators that improve the enrollment experience for both students and Enrollment Specialists.
The Manager will recruit, train, coach, mentor, and oversee at least 5 full-time professional Enrollment Specialists (Blank Assistant II), the Concurrent Enrollment and Proctoring Coordinator (SAO II), 3 part-time work-study positions, and seasonal part-time workers who contribute to the processing of 76,000 gross enrollments per year using a Virtual Contact Center (VCC) and a Student Information System housing more than 2 million student records. Ensures team compliance with and regular training in Federal Educational Rights and Privacy Act (FERPA) and Payment Card Industry (PCI) laws and standards. Partners closely with UCLA Extension Registrar to ensure Enrollment Center is compliant with UC and UCLA standards governing enrollment and record keeping.
The Manager is responsible for forecasting staffing needs based on projected traffic volumes and historical data; assigning and shifting daily team work priorities using student/customer traffic data in the Virtual Contact Center (VCC); designing workflows to improve the student/customer experience and team efficiency in collaboration with partner units such as Information Technology Services and Program Services; identifying opportunities for Enrollment Specialists to proactively anticipate and address student needs; developing goals, performance guidelines, and fun/creative non-monetary incentive programs; establishing and managing Enrollment Specialist performance metrics, performance quality, and productivity; and measuring staff performance against established business goals and guidelines. Strong, demonstrated experience in leading, developing, and motivating talent is critical. Experience in overseeing service experiences through diverse channels (e.g., phone, e-mail, chat, SMS) is required.
Additionally, the Manager provides capacity during peak enrollment periods by processing non-fee-based enrollments (e.g., comp enrollments, VA enrollments, and billings/recharges). Collaborates closely with departmental and Extension colleagues to investigate and resolve student complaints and enrollment-related system issues quickly. The Manager will be charged with interpreting business and performance data to propose changes to systems logic, business processes, and UNEX policy, and will prepare regular management reports and analyses. Finally, the Manager will plan, develop, and track the annual Enrollment Center operating budget and will maintain current knowledge of industry trends and benchmarks in enrollment centers, actively driving student/customer-service improvement strategies.
For full application instructions and position description, please visit: http://hr.mycareer.ucla.edu/applicants/Central?quickFind=76277
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy, https://policy.ucop.edu/doc/4000376/DiscHarassAffirmAction
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