Buff Info Program Manager

Requisition Number: 43444
Location: Boulder, Colorado
Employment Type: University Staff
Schedule: Full Time
Posting Close Date: 19-Oct-2022
Date Posted: 05-Oct-2022

Job Summary

The Department of Strategic Relations at CU Boulder encourages applications for the Buff Info Program Manager! Buff Info is the contact center for the University of Colorado Boulder: a central point of contact for general university questions, requests from the campus community, and a trusted partner for subject matter experts across the university. This role is responsible for hiring, developing and leading Buff Info employees, scheduling the unit to ensure appropriate coverage, and enforcing contact center policies and procedures. It is essential that the Program Manager effectively scope, learn and use the technology needed for omnichannel constituent support, contribute to training and troubleshooting for current platforms, and participate in planning for future technology enhancements. The successful manager will promote teamwork, a positive working environment, excellent constituent service and effective collaboration with campus partners.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

Strategic Relations and Communications facilitate an integrated approach to campus-wide marketing and communications to encourage greater CU Boulder engagement, affinity, and support.

What Your Key Responsibilities Will Be

Team Operations and AssignmentsAs unit lead, the position provides direction and control over work unit priorities and team members. Problem-solves in collaboration with the supervisory team and team members and coordinates relationships and priorities for the unit. As leader, assesses and synthesizes patterns in multiple domains and uses this information to guide collaborative work with the team and campus partners, support entities and vendors.

• Leads operational functions of Buff Info, including scheduling of staff, appropriate timekeeping, and ensuring adequate coverage for incoming support calls and emails.
• Ensures adherence to the policies and procedures that govern the daily operations of Buff Info.
• Creates knowledge base structure and procedures needed to provide an adequate response to general university questions and requests, triage to other departmental call centers where appropriate, and to be the point of first resolution–where possible–for distributed campus call centers.
• Determines how to scale Buff Info staffing so that it can meet service needs during peak demand periods.
• Develops privacy protocols in recognition that some of the information divulged to Buff Info will be protected by relationship or federal law.
• Develops, refines, and measures key performance indicators for individual personnel and the unit as a whole.
• Works with the Constituent Experience and Technologies team and partnering departments to continually refine the appropriate tone and manner for constituent conversations, workflow and triage protocol and procedures.
• Provides guidance to Buff Info personnel in how best to respond to constituents’ questions, requests, or concerns.
• Serves as a key resource for complicated questions or requests, constituents with complaints about Buff Info service or steps in where more advanced de-escalation may be needed.
• Performs quality assurance on Buff Info Associate call/case handling, including investigating inaccuracies and misroutes to determine if process changes or further staff training is needed.
• Evaluates success of the Buff Info against defined critical success factors.
• Reviews constituent feedback with regard to services that Buff Info provides and makes improvement plans based on feedback.
• Provides reports on Buff Info activity and performance.
• Develops and refines an emergency call center protocol to provide centralized support during crisis situations.
• This position will participate in an on-call rotation responsible for ensuring the availability and integrity of campus communications response and will coordinate depth of coverage within their unit.

Staff ManagementProvide effective supervision to ensure all Buff Info goals and objectives are met, including:

• Hiring staff, including student staff.
• Training staff in use of various call center tools (e.g., telephony, ticketing software, knowledge software) and triage and constituent service standard processes.
• Monitoring employee performance and providing regular performance feedback to employees both within and outside of the annual performance review process, and
• Recommending training and corrective measures, when needed.

Campus OutreachCollaborating closely with the lead for Brand Insights and Engagement, build and maintain relationships across the campus.

• Work with partnering departments to build robust knowledge procedures in order to effectively respond to and resolve calls/cases at first contact.
• Develop communication channels and referral procedures for just-in-time collaboration with partnering departments on calls/cases received by Buff Info.
• Schedule regular check-ins with partnering departments to assess level and quality of support being provided and whether additional actions can be deployed to improve the service Buff Info provides.

What You Should Know

• This is a hybrid position.
• All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.

What We Can Offer

• The salary range for this position is $60,000 - $65,000 annually.

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements

Be collaborative. Be impactful. Be Boulder.

What We Require

• Bachelor's Degree from an accredited institution of higher education.
• 2 years of experience in management of a call center, help desk or similar constituent engagement service, including supervision of staff.
• A combination of education and professional experience may be substituted on a year-for-year basis.

What You Will Need

• Excellent written and verbal communication skills.
• Ability to build relationships and provide constituent service that exceeds constituent expectations.
• Ability to effectively de-escalate situations when needed.
• Ability to learn new computer technology quickly and be able to train others on its use.

What We Would Like You To Have

• 2+ years of management experience in a call center or help desk.
• Familiarity with the University of Colorado Boulder.
• Certified Help Desk Professional.
• Knowledge of ServiceNow, Service Cloud or other case management systems.
• Knowledge of Finesse Call Center Technology.
• Knowledge of Confluence Knowledge Management software.

Special Instructions

To apply, please submit the following materials:

1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time. Please apply by October 19, 2022 for consideration. Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

To apply, visit https://jobs.colorado.edu/jobs/JobDetail/Buff-Info-Program-Manager/43444







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