Job Title: Assistant Director, Enrollment Management
Location: Student Service Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 605700
Workplace Culture

NAU is a community devoted to student success and sustained by an unshakable commitment to our shared mission, vision, and values. We—faculty, staff, and administrators—thrive by combining our efforts and working side by side to further NAU’s culture of excellence.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Job Description

Directs the day-to-day operations of the Student Service Contact Center for both outbound and inbound calling operations. The Contact Center makes the outbound calls for the Office of Admissions and Orientation, Student and Departmental Accounts, and The Office of Scholarships and Financial Aid, and other partner areas on campus for retention efforts. The Contact Center takes the inbound calls for Office of Admissions and Orientation, Student and Departmental Accounts, and The Office of Scholarships and Financial Aid.

45% - Manage Contact Center

• Works daily with the Assistant Director for the Online Contact Center team and the Assistant Director of the Service Center to schedule prospective outreach calls to online, transfer, and Flagstaff graduate students.
• Strategize outbound campaigns to fit within the recruitment and retention cycle and enrollment funnel. Strategize population targets.
• Maintain high-level customer service skills for all delivery methods utilizing effective communication, diplomacy, and accuracy in a timely manner.
• Specialize in Salesforce CRM application to oversee the customer service in the form of inbound and outbound phone calls.
• Create and maintain data lists for all outbound call campaigns. Work with Enrollment Management Analytics to create specialized lists and to strategize targeted populations.
• Evaluate outbound campaigns and pull reports to send to functional areas and Enrollment Management Leadership.
• Supervises an Enrollment Management Coordinator, Sr. (EMC, Sr.) position that is responsible for all the training of agents, which includes content knowledge, customer service standards, NAU systems, policies, and procedures.
• Directs all staff meetings, lead agent meetings, professional development trainings, and student appreciation meetings throughout the year.
• This position will be responsible for the Tier 1 and Tier 2 knowledge of all three functional areas that are represented within inbound calls. Responsible for knowledge of the student life cycle within the functional areas: Undergraduate and Admissions and Orientation, Scholarships and Financial Aid, Student and Departmental Accounts.
• Forecast scheduling needs for peak volume time periods in compliance with university hiring and Time and Labor system regulations.
• Prepare schedule for special events that the Service Center is hosting and prepare student worker staff on expectations at these special events like Orientation, NAU Said Yes, Discover NAU, and Daily Campus Visits.
• Manage regular audits for all work unit service modes and operations to ensure data integrity.
• Implement weekly reports send to Enrollment Management leadership on inbound call volume, outbound call volume.
• Liaison with Administrative Staff to ensure payroll is complete, progress reports are created and sent out, grade checks are completed, raises are processed, attendance is tracked, and discipline reports are documented and filed in compliance with university regulations.
• Oversee the technology in the office and supply needs.
• Quality assurance: Establish and implement work unit goals and objectives. Regularly evaluate The Student Services Contact Center Services and Operations effectiveness. Create and adhere to benchmarking standards and work unit assessments to improve the quality metrics.

45% - Hiring, Training, Onboarding and Supervision of Student Agents

• Oversee agent training that outlines complex knowledgebase information that all agents will be responsible for understanding and communicating to callers.
• Directs and manages the hiring, professional development, onboarding, access, motivation, discipline, termination, scheduling, and promotion of 90-100 student agent employees at the Contact Center and the Service Center. Responsible for the quality assurance standards of staff and resource allocation.
• Leads a Student Manager team of students- 25 students - which help supervise and manage the Contact Center floor while professional staff are away. The Student Managers are also responsible for staffing the front desk at the Student Service Center, processing documents, and implementing Registrar and Student Accounts processes.
• Direct the Student Manager Agent and Manager Senior hiring, staff meetings, and orientations in both the Service Center and in the Contact Center.
• Directs the New Hire Orientation for all student agents.
• Delegates the creation of the one-on-one schedule for all student agents to meet with student leads and professional staff throughout each semester.
• Directs performance reviews for all agents and creates the metrics that accompany them.
• Helps evaluate the environmental survey data that the office compiles each semester on office moral, policy, procedure, and environment. Used this data to make strategic changes and improvement to the work unit.

10% - Other

Work in a high-paced environment during peak times, with projects and priorities that must be completed in a timely and efficient manner.Weekends and evening work will be required in a rotational basis seasonally.Other duties as assigned.

Minimum Qualifications

• Undergraduate bachelor’s degree.
• 3-5 years of relevant experience.
• 2-4 years of management or supervisory experience.
• Any equivalent combination of related education, experience, and training.

Preferred Qualifications

FERPA guidelines are met by the whole Student Service Contact Center staff.Maintain high-level customer service skills for all delivery methods utilizing effective communication, diplomacy, and accuracy in a timely manner. Specialize in Salesforce CRM application to oversee the customer service in the form of inbound and outbound phone calls.

Knowledge, Skills, & Abilities

• Motivates and empowers staff and facilitates communication across individuals and teams.
• Ability work effectively with people from a variety of culturally diverse backgrounds.
• Effective communication skills.
• Adaptable and comfortable with change.
• Ability to prioritize, work independently, initiate and follow-through on assignment.
• Possess strong problem solving, organizational and analytical capabilities.

Background Information

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting.

If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements.

Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.

Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities.

If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

The budgeted salary amount is $72,445.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website.

NAU is a tobacco and smoke-free campus.

Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service.

Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of employment. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of employment.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days. If your position includes the supervision of a benefit-eligible employee, we offer the NAU Supervisors Academy for you to complete within your first 2 years.

Application Deadline

October 27, 2021 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

EEO is the Law Poster and Supplements

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.