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Manager, Student Support Center
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Position Number: 2087063
Location: Charles Town, WV
Position Type: Academic Vice Presidents and Provosts

Manager, Student Support Center

Requisition Number: MANAG02035
Location:

The Manager, Student Support Center (SSC) works with the Vice President, Student Support and Continuous Improvement and Senior Managers to oversee and manage teams of Student Support Representatives and/or Student Account Representatives. The Manager will make independent decisions based on the needs of the teams as well as departmental needs, while understanding, planning, and supervising the work of a team of Representatives to help achieve APUS' strategic goals and objectives.

Essential Functions:

Assists SSC Representatives with communications strategy development and implementation.
Handles escalated issues for self and members of their assigned team.
Participates in planning sessions with the Vice President, Student Support and Continuous Improvement
Analyzes team and individual performance data; show demonstrated strength in interpreting data from both standard and custom reports.
Recognizes and implement changes to strategy and tactical activities when data indicates the necessity of doing so.
Coaches and develops reports.
Writes and administers formal performance evaluations.
Makes independent decisions based on the needs of the student.
Performs other duties as may be assigned by the Vice President, Student Support and Continuous Improvement.

Work Environment and Physical Demands:

Standard office environment in Charles Town, WV.
Hours will be Monday through Friday 12:30 pm - 9:00 pm.

Required Skills and Competencies:

Ability to learn quickly and work in a high-energy team environment.
Excellent organizational skills and the ability to work under time-sensitive deadlines.
Strong problem solving skills.
Ability to work successfully with limited supervision.
Demonstrated ability to work successfully in a high volume contact center environment.
Understanding of best practices in the higher education industry, with a focus on best practices in Student Services and customer service.
Understanding of the needs of adult learners and non-traditional students.
Ability to monitor of the compliance of institutional and regulatory guidelines pertaining to SSC functions.
Acquiring and Maintaining Job and Professional Knowledge: Staying abreast of the latest technology and knowledge, best practices and other developments in the employee's area of competence. Also includes acquiring and applying knowledge of the assignment as well as related knowledge of the organization.
Customer/Student Focus: Builds customer confidence, takes ownership when solving customer problems/issues. Is committed and proactive to increasing customer satisfaction.
Decision-Making and Business Judgment: Involves the judgmental and decision-making skills necessary to arrive at conclusions, which result in productive, profit-making, or cost-reducing actions. Skills may include understanding events and their impact, making decisions in the absence of complete information, making decisions on a timely basis to capitalize on windows of opportunity.
Supervision of Employees: Involves the overall process of supervising, developing, and evaluating employees, such as work scheduling and task assignment, directing the work of others, coaching, and counseling, determining and providing needed training for employees, and monitoring and assessing employee performance.
Planning and Organizing Own Work: Involves planning own work schedule, setting and monitoring personal performance goals, and taking action to accomplish these goals.
Initiative and Self-Monitoring: Involves recognizing needed information or resources; taking initiative to carry out the activities of the position; monitoring and ensuring quality and thoroughness of own work while refraining from devoting effort to non-productive, peripheral details.
Communication Skills: Involves writing and speaking clearly, concisely, and persuasively. May involve either formal presentations or more informal communications.

Required Education and Experience:

Candidates must meet one of the following criteria:
- One year of experience as a Student Support or Student Accounts Representative.
- Three years of customer service experience within APUS.
- Five (5) years customer service experience in a contact center
- 1-2 years of management experience in a contact center preferred
History of exemplary work is required.
Experience mentoring and supporting peers is required.
A demonstrated broad base of knowledge regarding APUS, its admissions policies, procedures, and systems.
High level of proficiency in the use of the APUS systems and technology.
Understanding of the position of APUS in the higher education marketplace.

To apply, visit https://recruiting.ultipro.com/AME1070/JobBoard/711bd40f-864c-42db-8c62-3c62f2edc13f/OpportunityDetail?opportunityId=f1cecb33-b428-4390-bd9e-ca73f8cc894f