Associate Director, One Stop Contact Center

Job Description

Job Description

Title: Associate Director, One Stop Contact Center

Employee Classification: Assoc Dir Integrated Stdnt Svc

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Integrated Student Svc Ctr

Department: UNT-Integrated Student Svc Ctr-164820

Job Location: Denton

Salary: Commensurate with experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and University of North Texas Health Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.

We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.

Learn more about the UNT System and how we live our values at

Department Summary

The UNT One Stop is deeply committed to providing a supportive, student-centered experience across all enrollment and financial services, helping students throughout their college journey as they make progress toward their educational goals. We believe great service means owning the connection, owning the experience, and owning the work by building relationships, creating solutions, and working together to help students succeed. Our team provides comprehensive support with admissions, financial aid & scholarships, registration & academic records, student accounts, and financial literacy & money management through in-person, telephone, virtual, chat, and case management services. Team members guide students and families through university processes, help resolve complex situations, and proactively provide support through direct assistance and collaboration across teams, departments, and divisions. We help our customers understand their options, navigate complex situations with confidence, and we strive to create experiences that leave a positive impression well beyond the moment.

Position Overview

The Associate Director, One Stop Contact Center provides leadership for the daily operations of the UNT One Stop Contact Center and helps ensure students and families receive timely, accurate, and supportive service throughout their college journey. The position leads the Senior Coordinators who supervise Contact Center full-time and part-time team members and is responsible for staffing and workforce planning, service levels, queue management, employee performance and development, escalated student concerns, and the overall effectiveness of daily Contact Center operations. The Associate Director uses service trends and performance data to understand where students need support, identify opportunities to improve the experience, and work with One Stop leadership to put strategies, processes, outreach, and service improvements into practice. The position works closely with teams across UNT One Stop and our campus partners to help staff understand the services they support, solve complex situations, and connect students with the right solutions. At its core, this role is responsible for building a Contact Center team that owns the connection, owns the experience, and owns the work, while creating a supportive environment where staff can do their best work for students.

Minimum Qualifications

Bachelor's degree in related field and six years of closely related professional experience or equivalent combination of education and experience.

Knowledge, Skills and Abilities

Knowledge of effective leadership, supervision and workforce management practices and the ability to build, develop and maintain a high-performing Contact Center team.
Ability to lead, develop, assign and evaluate the work of supervisors and staff and establish clear expectations for performance, accountability and service.
Knowledge of Contact Center operations, including workforce planning, staffing, scheduling, queue management, service levels, escalations and performance management.
Knowledge of university enrollment and student service functions, policies and processes, or the ability to rapidly assimilate.
Ability to manage complex daily operations, balance competing priorities and make sound operational decisions in a high-volume service environment.
Ability to exercise independent and professional judgment, solve problems and respond effectively to complex or escalated situations.
Strong coaching, employee development, communication and team-building skills.
Ability to use Contact Center metrics, service trends and operational data to assess performance, identify needs and improve service delivery.
Ability to implement new processes, service strategies, outreach efforts and operational improvements and effectively lead staff through change.
Ability to communicate effectively with students, families, employees, university partners and other populations verbally and in writing.
Ability to develop and maintain effective working relationships across teams and functional areas and work collaboratively to resolve student and operational needs.
Knowledge of CRM, Contact Center, case management, queue management and related student service technologies, or the ability to rapidly assimilate.

Preferred Qualifications

A demonstrated track record of leading Contact Center, enrollment services, student services, customer service, or similar high-volume service operations.

A successful candidate will have strong leadership skills with demonstrated experience leading supervisors and staff; managing workforce, service levels, and operational performance; developing employees; and creating a supportive, accountable, and student-centered team environment.

Knowledge in one or more enrollment and financial services domains, including admissions, financial aid & scholarships, registration and academic records, student accounting, or related student services, is preferred.

Experience using contact center technology, CRM and case management systems, workforce and queue management tools, and service data and analytics to manage operations, assess performance, identify service needs, and enhance the student experience is also preferred.

Required License/Registration/Certifications

N/A

Job Duties

• Manages daily One Stop Contact Center operations, including staffing, scheduling, workload distribution, queue performance and service levels to ensure effective coverage and timely student support across phone, text message, and other virtual modalities. 
• Supervises, develops and evaluates One Stop Contact Center supervisors and staff; establishes performance expectations and supports employee engagement, accountability and professional development. 
• Monitors One Stop Contact Center performance and service trends, identifies operational issues and implements improvements to service quality, responsiveness and efficiency. 
• Manages escalated or complex student concerns and supports team members in resolving issues requiring management intervention. Uses every opportunity as teaching and learning moments to ensure team members are equipped with knowledge, confidence, and ownership of their roles in delivering exceptional customer experiences. 
• Implements established Contact Center processes, routing, campaigns, technology practices and service strategies in coordination with the Director, Operations & Training and other members of the UNT One Stop and Division of Enrollment leadership teams. 
• Coordinates with UNT One Stop teams and campus partners to resolve service issues, share information and support consistent delivery of comprehensive enrollment and financial services. 
• Ensures daily operations follow university policies, procedures, service standards and applicable requirements. 

Physical Requirements

Communicating with others to exchange information.
Lifting and Moving objects up to 20 pounds.
Lifting and Moving objects up to 50 pounds.
Sedentary work that primarily involves sitting/standing.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

Monday-Friday 8a-5p, with overtime as needed to support university objectives

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.