Admission Services Coordinator

: In support of Undergraduate Admission (UA) efforts to meet UCLA's annual new student recruitment and enrollment goals, the position works under the supervision of the Admission Services Unit Manager. The primary focus of this role is on the effective unit's ten to fifteen-student workforce, emphasizing outstanding customer contact experience across various channels such as in-person, phone, email, web/live chat, etc. Key Responsibilities:

• Lead the recruitment, onboarding, and comprehensive training of student staff.
• Develop and manage work schedules to ensure optimal coverage and service quality.
• Facilitate ongoing professional development of team members, enhancing performance and preparing for future roles.
• Provide hands-on coaching for handling complex customer service scenarios and resolving escalated inquiries.
• Conduct regular team meetings, offer feedback, and manage disciplinary issues as necessary.

Administrative Duties:

• Oversee the collection and analysis of contact center metrics, reporting on student staff performance and service efficiency to the units's management.
• Serve as a knowledgeable resource on UCLA and University of California admissions criteria, procedures, and deadlines, guiding students to appropriate campus resources.
• Participate selectively in on-campus recruitment and student engagement events.

The incumbent will provide substantive information about UCLA specifically and the University of California generally (as required) admissions requirements, processes, and deadlines, making referrals to other campus services as needed. Participate in application review by reading applications, assessing applicant academic performance, and recommending admission using established guidelines. In the absence of the Unit Manager, the incumbent will take on a coordinating role with the full-time staff and act independently in managing the part-time student staff. This includes ensuring the performance and well-being of the student workforce and maintaining effective communication among team members. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position 13 Records Qualifications Required/Preferred 1. Proven outstanding customer service skills and techniques. Skills in service orientation, active listening, and critical thinking. Required 2. Excellent verbal and written communication skills, interpersonal skills, multicultural competencies, and the ability to work with diverse populations. Required 3. Working knowledge of UCLA and its academic programs, opportunities and services for students, and University policies, procedures, deadlines, and practices related to undergraduate admission at UCLA specifically, and the University of California more broadly. Preferred 4. Demonstrated ability to communicate clearly and effectively in person, through electronic media, and in writing, while representing the University professionally and accurately on often complex topics related to student academic preparation and University admission. Required 5. Demonstrated organizational skills in setting and managing priorities which accurately reflect relative importance of position responsibilities and facilitating the completion of institutional and unit goals, and successful outcomes. Required 6. Skill in interpreting University admission guidelines and analyzing academic and other records to determine applicant eligibility and competitiveness for admission. Preferred 7. Excellent interpersonal skills and commitment to quality teamwork. Must have initiative, be independent and motivated. Required 8. Ability to establish and maintain cooperative working relationships with staff members, campus partners, and student workers (including delegating responsibilities and training). Required 9. Knowledge of K-12 and higher education issues. Preferred 10. Computer skills in MS Windows, the Internet, browsers and search engines, e-mail, word processing, and data entry. Required 11. Demonstrated knowledge of multiple types of secondary education systems (California, domestic non-resident, international) Preferred 12. Working knowledge of the University of California in general and other post-secondary educational opportunities, including their academic programs and services available to students. Preferred 13. Bachelor's degree, or equivalent combination of education and experience. Preferred Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 01-20-2024 External Posting Date: