Contact Center Manager at Navarro College
Navarro College · Corsicana, United States Of America · Onsite
- Professional
- Office in Corsicana
POSITION PURPOSE:
The Contact Center Manager provides leadership for Navarro College’s primary hub of student and community support. This high-profile role requires a strong customer-focused philosophy and the ability to guide a team of agents who serve as the first line of advanced support for the Admission and Registrar’s Offices, as well as for financial aid, cashiers, general inquiries and limited IT troubleshooting. The Contact Center Manager will be Navarro College’s leader in customer focused service for the entire Navarro College district.
The Contact Center Manager is responsible for developing a high-performing team, ensuring accurate and timely service across all areas, and fostering a culture of exceptional support throughout the Navarro College district. This position requires maintaining up to date knowledge of college schedules, deadlines, processes, and services to anticipate needs, resolve challenges, and ensure smooth operations.
GENERAL DUTIES AND RESPONSIBILITIES:
- Hire, train, supervise, and schedule staff to ensure service excellence.
- Lead the Contact Center as a professional extension of the Admissions and Registrar’s Offices, providing advances support for enrollment, registration, records, and related processes.
- Oversee daily operations, including call management, service desk tickets, and main phone line standards.
- Manage student communication (Navarro College Transitions) to ensure registered students are supported from admission through the first day of classes.
- Generate and analyze reports to identify trends and areas of improvement.
- Maintain and adapt customer records to meet evolving needs.
- Provide district-wide training on Contact Center services and support tools.
- Safeguard student records in compliance with FERPA regulations.
- Demonstrate respect for diverse campus community and uphold professional confidentiality.
- Perform other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Positive, friendly and outgoing personality; strong ability to demonstrate interpersonal skills.
- Proven experience in customer service with the ability to train and lead others
- Must have excellent verbal, written communication, and listening skills with a good command of the English language.
- Ability to provide leadership in anticipating and responding to change.
- Ability to demonstrate, teach and lead strong customer-focused service.
- Ability to demonstrate, teach and lead superior troubleshooting skills, initiative, follow-through, and work as a team member in a fast-paced, service-oriented area.
- Ability to prioritize tasks and duties.
- Ability to diagnose end-user issues for resolution or escalation.
- Ability to learn new technology and understand similarities and key differences.
- Skilled at explaining technical subjects to non-technical as well as technical customers.
- Ability to understand and follow standard operating procedures for the Contact Center and develop goals, guidelines and operating procedures.
- Good working knowledge of Navarro College policies and procedures.
- Strong understanding of all Navarro College admissions processes, procedures and policies.
- Ability to prepare routine reporting.
- Ability to resolve difficult or stressful customer service issues.
- Ability to perform complex tasks and to prioritize multiple projects.
- Other duties as assigned.
POSITION QUALIFICATIONS:
Required
- Associate degree from a regionally accredited institution.
- Minimum 2 years of customer service experience.
Preferred
- Bachelor’s degree
- Experience working with customer records management, knowledge database management system and ticketing management system.
- Preferred experience with college financial aid, admissions, IT or other related higher education areas.
WORKING CONDITIONS:
- Variances from regular working hours may be necessary to fulfill the responsibilities of the position.
- Busy working environment with numerous interruptions.
SALARY: $37,485. annually (this is a 12 month position to be paid over 12 months)
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