Job DetailsLevel ExperiencedJob Location Main Campus - Edmond, OKRemote Type N/APosition Type StaffEducation Level UndisclosedSalary Range $40,000.00 - $42,000.00 Salary/yearTravel Percentage UndisclosedJob Shift UndisclosedJob Category UndisclosedDescription Position Overview:

Manages office operations and supervises support staff. Prepares, processes, and monitors budgets, project proposals, records and invoices. Researches and compiles information for reports and presentations. Leads meetings addressing specific operational issues and develops recommendations and action plans towards their resolution. Supervises and schedules clerical and secretarial staff, processes employee transactions and may assist in investigating employee issues/concerns and in determining an appropriate course of action. Oversees ordering of equipment and supplies. Manages and organizes office operations and procedures, such as word processing, bookkeeping, preparation of payrolls, flow of correspondence, filing, requisition of supplies, and other clerical services. Coordinates activities of various clerical departments or workers within department. Evaluates office production, updates procedures, or devises new forms to improve efficiency of workflow. Establishes uniform correspondence procedures and style practices. Formulates procedures for systematic retention, protection, retrieval, transfer, and disposal of records. Supervises and monitors the performance of office workers. Manages the purchasing, maintenance, and repair of office supplies and equipment. Develops processes and procedures that ensure the efficient and cost-effective running of the office. Makes recommendations to upper management regarding staffing issues and procedural changes.

Department Specific Essential Job Functions:

Manages the day to day operations of student-facing service areas in the division of Enrollment and Student Success, including the Broncho One Stop and the One Stop Call Center. Leads support of virtual and analog services and programs related to these areas. Supervises team of full-time professional staff and part-time student workers. Acts as skilled resource for Enrollment personnel and troubleshoots staff and student errors in Ellucian Banner Student Information System. Maintains open communication with internal constituents, including Academic Advisement, Student Financial Services, Undergraduate Admissions, the Office of Global Affairs, and Student Affairs. Provides metrics and reports on service demands and activity.

Job Level:

Scope & Impact: Manager positions at UCO positions have responsibility for coordinating the operational and people resources of a particular activity. These positions are responsible for day-today effectiveness of their respective area, for working with staff and stakeholders to solve problems, and to recognize and escalate issues and opportunities.

Communication & Interaction: Communicates guidelines for project and service delivery. Interprets instructions and policies. Uses diplomacy and communication skills in structured settings.

Effective Knowledge: Demonstrates skill at planning, organizing, and facilitating. Applies knowledge of employment regulations, policies, and procedures. Incorporates budgetary information to manage resources. May apply functional area expertise to solve problems.

Problem Solving & Judgement: Identifies and resolves issues; uses judgment to escalate where appropriate. Anticipates potential problems and recommend potential solutions. Coaches assigned employees to improve quality.

Budget Authority: Limited signature authority for purchases or payroll within area of managerial responsibility. Provides input into budget development and may be responsible for monitoring and adhering to the budget. May be required to approve timesheets.

Policy & Procedure Authority: Primarily responsible for monitoring policy compliance. May make recommendations regarding policy change. Limited authority to grant exceptions within specific parameters.

Reporting Relationships: Generally reports to a Dean or Director-level. In very large departments, s/he may report to an Assistant Director or faculty chair. May undertake some responsibilities of the Director in his/her absence, but generally cannot act on behalf of the Director in her/his absence.

Supervisory & Team Leadership Responsibilities: The primary duty of this role is the management of staff. The role must qualify for exemption under FLSA by having at least two regular full-time direct reports. Typically oversees individual contributors and support staff. May lead a team to deliver a particular service. Does not typically oversee professionals or subordinate managers. Managers determine the distribution of work of other employees, plans and schedules resources, and make employment related decisions or recommendations about a combination of the following: hiring/transfer, performance evaluations, compensation adjustments, promotions, reclassifications, or discipline. Tracks completion of work in relation to deadlines or milestones. Reviews work quality and makes suggestions for improvement.

Qualifications Qualifications Required:

Bachelor’s degree. Requires the application of expertise in a chosen field to achieve results. 5+ years of experience with customer service.

Qualifications Preferred:

Previous experience managing customer service experience. Previous experience working in Higher Education.

Will this employee supervise others?

Yes

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.