IT Analyst 1 - Call Center Assistant Manager

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Job Posting Title:
IT Analyst 1 - Call Center Assistant Manager


Position Type:
Professional / Unclassified


Department:
LSUAM ORED - SSPI - NISC - NCDF - Ops - Call Center (Natasha Marie Gaines (00051994), Clarissa Herrera (00017984))


Work Location:
0355 William P. Johnston Hall - Office


Pay Grade:
Professional


Job Description:

This is a professional / unclassified position at the National Center for Disaster Fraud (NCDF), a program within the Stephenson National Center for Security Research and Training (SNCSRT) at LSU. The Call Center Assistant Manager helps to oversee the daily operations and personnel assigned to the call center, under the direction of the Call Center Managers and the Program Director.

Job Responsibilities:

Administers and approves fraud complaints in respective agency databases. Return complaints entered incorrectly to student workers for correction / training. Document common complaint processing errors for future training opportunities. Develop and maintain electronic error tracking system. Test, document, and implement new processes and technologies to be used in the call center. (40%)

Oversees the daily operations and personnel assigned to the call center while collaborating with other Call Center Assistant Managers, including but not limited to: coaching and developing Call Center Operators, preparing and implementing staffing schedules, performing call audits, handling call escalations and taking calls as needed, processing administrative paperwork, document editing and reporting. Oversees and handles bilingual hotline calls (if applicable). (30%)

Serves as a liaison and first line manager assigned Hotline, primary resource for agency questions/concerns, and provides timely feedback. As well as additional support for all other NCDF hotlines. (15%)

Develop and implement new and ongoing hotline training for Call Center Operators. (5%)

Test, document, and implement new processes and technologies to be used in the call center. (5%)

Other duties as assigned. (5%)

Minimum Qualifications:

Bachelor's Degree and one (1) year of experience. Supervisory experience; experience with customer service in a hotline call center.


Proficient in Microsoft Office. Excellent analytical and verbal/written skills, as well as attention to detail and follow-up. Flexible and adaptable to changing environment and new types of work.


Additional Information:

Availability to work full-time in either a day or afternoon/evening shift as per call center need. Must pass a federal background check. May be required to be on-call or work holiday and/or weekends, or during emergency situations such as hurricanes or other natural disasters per University Policy Statement 18.


Additional Job Description:

Special Instructions:
Please provide a cover letter, resume, and three (3) professional references including name, title, phone number, and e-mail address.

Please attach ALL required documents under the "Resume/CV" section of your application.

A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required before hiring.

Due to the nature of the position and/or position responsibilities, this position shall be subject to Federal pre-employment screenings.

For questions or concerns about updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at View phone number on click.appcast.io or email View email address on click.appcast.io.
For questions or concerns regarding the status of your application or salary ranges, please contact Heather Acord at View email address on click.appcast.io.


Posting Date:
March 20, 2026


Closing Date (Open Until Filled if No Date Specified):
July 18, 2026


Additional Position Information:

Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University's partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):
Y


LSU is an Equal Opportunity Employer.

All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment. Changes in laws, regulations, or government policies may impact the university's ability to employ individuals in certain positions.


HCM Contact Information:

For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at View phone number on click.appcast.io or email View email address on click.appcast.io. For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.