Senior Coordinator, One Stop Contact Center

Senior Coordinator, One Stop Contact Center Employee Classification: Sr Student & Pgrm Coordinator Campus: University of North Texas – Denton Division: UNT-Enrollment Management Department: UNT-Integrated Student Svc Ctr‑164820 Job Location: Denton Salary: $47,232.00

FTE: 1.0

Retirement Eligibility: TRS Eligible Position Overview The UNT One Stop Contact Center is part of the university’s newly formed Division of Enrollment Integrated Student Services One Stop team. It is dedicated to enhancing the overall student experience by bringing together expertise and resources from across the Division of Enrollment to seamlessly support a student’s UNT journey. The Senior Coordinator serves as a team lead, fostering a student‑service‑oriented culture and ensuring continual improvement of service quality. Key responsibilities include coaching and mentoring team members, resolving escalated customer issues, monitoring call‑center metrics, and assisting department leadership in process improvement initiatives. Responsibilities Lead a team of student experience representatives, providing daily oversight, new‑hire integration, timekeeping, leave management, scheduling, participation in annual reviews, quality assurance assessment, training, and case management. Resolve escalated student inquiries and complaints with professionalism and empathy, ensuring a positive customer experience. Provide real‑time support to call‑center agents, guiding them through complex calls and enhancing their problem‑solving skills. Assist students in navigating their student experience across enrollment, financial aid, and student services via phone, virtual pathways, and case‑management channels. Offer advanced direct assistance to students, families, and campus partners to streamline their journey and support retention initiatives across all One Stop locations. Monitor and manage Microsoft Teams chat channels, ensuring effective communication and service delivery. Oversee team case management in Salesforce, including follow‑up with students and leadership on referrals and outcomes, and manage the One Stop Contact Center escalation queue. Support the Director with department projects such as documentation, technology, engagement, case‑management, and training initiatives. Model exemplary customer service, encouraging a respectful and empathetic environment that values each student’s unique perspective. Ensure compliance with institutional, state, and federal guidelines including FERPA, and maintain professional development to keep up with regulatory changes. Minimum Qualifications Bachelor’s degree in a related field and two years of experience in student services, student affairs, counseling, advising, or an equivalent combination of education, training, and experience. Knowledge, Skills, and Abilities Excellent interpersonal, written, and verbal communication; critical thinking and administrative skills. Demonstrated ability to thrive in a fast‑paced, dynamic customer‑oriented environment with flexibility to adjust priorities. Proven teamwork, Microsoft Office Suite proficiency, and experience with student information systems and CRM platforms. Preferred Qualifications Similar to the minimum qualifications, with additional experience in call‑center or student‑services leadership roles. Work Schedule Monday–Friday 8:00 a.m. – 5:00 p.m., with additional overtime as needed, especially during peak periods. Security Sensitive This is a Security Sensitive Position. Benefits Benefits are available. For more information, please contact the Human Resources department. EEO Statement The University of North Texas System is firmly committed to equal opportunity and does not permit—nor takes actions to prevent—discrimination, harassment (including sexual violence, domestic violence, dating violence, and stalking), or retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. #J-18808-Ljbffr University of North Texas System