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Coordinator - Call Center

Company: Texas Tech University
Location: Lubbock
Posted on: June 13, 2021

Job Description:

Coordinator - Call CenterLubbock23274BRStudent Financial Aid Position DescriptionPerforms supervisory and coordinative work in the operation of a specific program or departmental project. Responsibilities involve the coordination and supervision of the various functions and aspects of a specific program as well as the monitoring of program staff and operational procedures. Work is performed under general supervision with evaluation based on results obtained. May supervise program staff, volunteers and student assistants.Major/Essential FunctionsSupervise call center agents' daily duties, assuring quality customer service regarding Student Financial Aid calls, monitoring agent calls, hold times, call duration, and one call resolution.Performs advanced specialized work to assist in the organization and implementation of call center to take all incoming calls to Student Financial Aid, including management of call center application, allowing for daily reporting and agent monitoring.Take incoming and escalated calls for Student Financial Aid.Supervisory duties including personnel management, lunch and break scheduling, training, time off requests and scheduling, first call resolution, call monitoring, motivation, return calling for customers requesting call backs.Daily communications with Student Financial Aid, including reporting and call logs.Customer Service Assurance, including call monitoring and training. Call center reporting responsibilities include daily call volume, hold times, call backs, abandoned calls, etc.Supports the student service philosophy of Texas Tech University.Complies with Texas Tech University policies, procedures, and work rules.Perform additional required duties as assigned during peak times.Required QualificationsHigh school graduation plus five (5) years progressively responsible related experience; additional related education may exchange for the required experience on a year for year basis.Preferred QualificationsExceptional customer service. Supervisory experience, a plus.Proficient in Microsoft Office products.Exceptional phone etiquette.Ability to work well with others.To apply, visit workattexastech.comAs an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.Copyright 2017 Jobelephant.com Inc. All rights reserved.Posted by the FREE value-added recruitment advertising agency jeid-acc3b5862677204aa4437992f310ec8a

Keywords: Texas Tech University, Lubbock , Coordinator - Call Center, Other , Lubbock, Texas

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