Overview and Responsibilities
The Assistant Director of Student Central is responsible for providing oversight and supervision of the Student Central Representative and Specialist team and front of house operations of Student Central. This position will also coordinate programming and activities related to prospective, pipeline, and current CVTC students including coordination of all activities of the Student Outreach and Retention (SOAR) initiative and New Student Orientation (NSO). The Assistant Director of Student Central is part of the one-stop enrollment services team and reports to the Director of Student Central.
- Provide leadership and direct supervision of support staff and student staff that provide direct support to the Student Central department.
- Lead activities related to semester-to-semester retention of continuing students by coordinating all SOAR activities and initiatives throughout the year. This includes, but is not limited to, coordinating drop for non-payment interventions, campus events, missing financial aid requirements, semester check-ins, and welcome calls.
- Lead and coordinate all NSO activities throughout the year, including program planning and content.
- Extract data and reports from Banner, Cognos, Ablebits, Qualtrics, and Advise to coordinate and deliver SOAR and NSO efforts.
- Serve as power user for Student Central module of Advise, including testing, training, and tracking of data.
- Oversee Student Outreach Assistants and provide daily oversight of their work related to SOAR and NSO.
- Coordinate work of Student Central Advisors and Student Central Representatives as it relates to the SOAR initiative and NSO.
- Assist with scheduling of Student Central Specialists, Representatives, and Outreach Assistants, including general advising, front counter, enrollment lab, call center, email, chat, and SOAR assignments.
- Coordinate campus visits for accepted program and pre-program students.
- Provide backup triage and assistance to students and parents with complicated enrollment issues or those that require general (non-program specific) advisement.
- Oversee proactive case management and outreach of pipeline and first semester students to increase matriculation of applications.
- Lead Student Central presentations/orientations with students and parents and other CVTC staff; provide presentations to the CVTC community and other requested external presentations such as Financial Aid Nights, NSO, Support System Orientation, Welcome Days, open houses, financial literacy campaigns, and any other presentations/orientations.
- Coordinate routine training sessions for new and regular employees.
- Maintain operational documentation for Student Central.
- Monitor center systems and processes to ensure continuous process improvement.
- Implement, customize, and create training materials for case management systems.
- Work with Student Central and Scanning Center teams to track phone calls, walk-ins, emails, indexing, and cashiering statistics to determine staffing needs based on student volumes.
- Schedule staff to ensure appropriate coverage based on volume of center activities.
- Promote a culture of service excellence for walk-in, phone-in, and virtual customers.
- Oversee Olark chat program for current students; maintain staffing and ensure quality of chat conversations.
- Support staff members in Student Central when volume or staffing levels dictate.
- Participate on committees as related to student retention and persistence. Collaborate with faculty, deans, College Navigators, Academic Advisors, Recruiters, and other Student Services departments.
- Work collaboratively with faculty and staff to monitor student progress and academic success.
Required Knowledge, Skills and Abilities:
- Ability to work effectively in a team and independently (i.e., solution focused, positive attitude, open-minded).
- Thorough understanding of issues related to at-risk, under-prepared, and transitioning students and academic success.
- Conflict resolution skills.
- Knowledge of social media platforms and increasing engagement through social media.
- Ability to use judgment and discretion with confidential and sensitive issues.
- Ability to establish and maintain effective working relationships with individuals from diverse backgrounds and abilities, community agencies, and the general public.
- Strong project management and program evaluation skills.
- Experience with ERP, CRM, or other database systems.
- Ability to model integrity through self-awareness, personal accountability, ethical behavior, quality standards, and sustainable practices.
- Ability to think critically by applying problem solving practices, acquiring relevant information, using technology and other resources appropriately, and evaluating alternatives.
- Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practicing active listening; reading critically and adapting communication for audience.
- Ability to value diversity by recognizing personal biases, adapting to culturally diverse situations, and demonstrating a commitment to equity, inclusion, and respectful interactions with persons of diverse ethnic, cultural, social-economic, or educational backgrounds.
- Proficient knowledge of and skills with technology including software programs for communication, data collection, and decision making and the ability to manipulate spreadsheets and interpret reports from complex systems.
- Ability to work a flexible schedule and travel (i.e., access to reliable transportation) to various campuses as needed to fulfill the responsibilities of the position.
- Bachelor's degree in a related area; master’s degree in a related area preferred (e.g., Student Affairs, Higher Education, Education, Business, Marketing, Social Sciences).
- Minimum of two years of experience in a student services/customer service related area.
- Supervisory experience required.
- Experience at the postsecondary level with enrollment, academic advising, and/or retention activities/strategies preferred.
- Experience with project management and implementation preferred.
In evaluating candidates for this position, the College may consider a combination of education, training, and experience which provides the necessary knowledge, skills and abilities to perform duties of position.As an equal opportunity/access employer and educator, CVTC is committed to creating and sustaining a diverse and inclusive environment. All qualified candidates are encouraged to apply.
- Health insurance for employee, spouse, and dependents with attached Health Savings Account (HSA) and wellness incentive
- Dental insurance for employee, spouse, and dependents
- Life and long-term disability insurance
- Wisconsin Retirement System (WRS)
- 403(b) tax deferred annuity program
- 457(b) deferred compensation plan
- Section 125 flexible spending accounts
- Paid vacation, personal, and sick time
- Paid holidays
- Employee Assistance Program (EAP)
- Tuition reimbursement (eligibility requirements apply)
- Professional development
Generally, with the exception of tuition reimbursement, benefits eligibility begins on the first date of employment (i.e., there is no waiting period).
CVTC does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs and activities. The following person has been designated to handle inquiries regarding the college's non-discrimination policies: Director of Human Resources, 620 W. Clairemont Avenue, Eau Claire, WI 54701, 715-833-6334, WI Relay: 711