Job Title: Strategic Communications Unit Manager
Location: MGA - Macon
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 249636
About Us Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree granting public institution, is the most affordable public state university in Georgia. MGA has five campuses—Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia—and global outreach through its fully-online campus. Its enrollment of 8,000 students is largely comprised of students from most of Georgia’s 159 counties. The University has six academic schools, including Georgia’s flagship aviation university, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the region through professional leadership, innovative partnerships and community engagement.

Job Summary

Assigning, coordinating, and monitoring the work of the Strategic Communications Unit (SCU) to include hiring, training, managing, and motivating staff. This role will direct the incoming and outgoing communications that support enrollment and retention. Communication channels might include phone, email, web/live chat, video, and social media. Increasing customer satisfaction and staff productivity will be targeted outcomes and daily efforts will include, but are not limited to, evaluating problems, resolving customers’ concerns, tracking data, and running reports. Common questions include available financing options and tuition payment plans, filing status, outstanding documents, university deadlines, and the student support services available.

Responsibilities Administers all aspects of position management. (60%)

Assists in developing and directing strategies that ensure efficient operations of the SCU as related to delivering accurate, timely assistance of staff responses to customer inquiries.Remains informed of revisions and updates as it relates to University policies, procedures, and deadlines, especially those specific to the enrollment process.Provides assistance to students and parents; provides information and resolves complex problems if needed.Remains current with Ring Central and other software portal maintenance, processes and updates for staff information dissemination as needed.Plans and coordinates internal and external training for office personnel.Determines students' eligibility for the various financial aid programs by evaluating their applications.Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses.Assists with hiring, supervise, train, evaluates, and provides work direction and guidance to assigned staff.

Actively answers incoming/make outgoing calls as needed. (30%)

Logs into the Ring Central and other software portals daily to monitor volume and help manage the Enrollment Support Representatives(s) ensures optimum efficiency levels.Returns student/parent communications related to escalated issues when applicable.

Other duties as assigned/ required. (10%)

Performs other related duties and day-to day operations requirements as assigned by supervisor.

Required Qualifications

Knowledge and level of competency commonly associated with the completion of a baccalaureate degree in a course of study related to the occupational fieldExperience sufficient to thoroughly understand the diverse objectives and functions of the subunits in the division/department in order to direct and coordinate work within the division/department, usually interpreted to require three to five years of related experience

Preferred Qualifications

Knowledge of Banner financial aid management systemDemonstrated supervisory experience

Knowledge, Skills, & Abilities

Knowledge of college enrollment management policies and proceduresKnowledge of the Banner financial aid moduleKnowledge of federal and state student aid online reporting systemsKnowledge of supervisory principles and practicesSkill in the delegation of responsibility and authoritySkill in the operation of computers and job related software programsSkill in decision making and problem solvingSkill in interpersonal relations and in dealing with the public

Other Information

This a non-exempt (hourly paid) position and includes full benefits.

Background Check Offer of employment is contingent upon a successful background check.