University of Michigan - Ann Arbor is hiring: Call Center Supervisor in Ann Arbo

Overview

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Role

The Office of Undergraduate Admissions (OUA) is looking for a Call Center Supervisor to oversee the daily operations of the Call Center, which serves the general public and University community. This individual also oversees the performance of Call Center Representatives who respond to incoming calls, chats, and support tickets. These representatives serve as key public-facing contacts between the general public, University personnel, and the Office of Undergraduate Admissions (OUA), providing information about admissions, application statuses, and University policies and procedures.

Reporting to the assigned assistant director, the Call Center Supervisor monitors and supervises daily activities of call center staff; evaluates and coordinates workflow to meet expected call/chat volumes; ensures high-quality customer service; reviews and monitors interactions to verify performance standards are met and handles escalated inquiries that require deeper knowledge of University policies and admissions processes.

Call Center hours of operation are from 8:00 AM to 5:00 PM, Monday through Friday, and may be extended to include evening hours during peak periods of the admissions cycle. The office is closed on weekends, University designated holidays and season days.

This role may experience increased workloads seasonally during the admissions cycle, particularly when customer service demand increases and the Call Center hours are temporarily extended.

Responsibilities (percent of time)

40%

Manage OUA's Call Center platforms and tools, including Zoom Phone, Zoom Call Center Management, Ocelot Chat, and Team Dynamix, to support daily Call Center operations and functions. Stay current on national trends, analyze new and emerging technologies and make recommendations that will enhance customer service and overall call center effectiveness.

30%

Lead supervisory, administrative and operational duties of the Call Center.

Supervisory and administrative duties include:

• Supervise permanent and temporary Call Center staff including training, providing work direction and evaluating performance.
• Supervise and support all staff engaged in Call Center operations, including recruitment staff, for a total of more than 40 regular and temporary team members.
• Foster a culture of customer service excellence and professionalism
• Update and maintain Call Center staff job descriptions, lead interviews and hiring processes.
• Manage the General Calls/Call Center staffing budget and project fiscal year expenditures for scheduling of temporary staff.

Operational responsibilities include:

• Generating and analyzing statistical reports on General Calls and Call Center operations
• Monitoring performance metrics such as call queuing, chat resolution, and ticket resolution
• Using data reports to inform and develop staff training, identify opportunities for performance improvement, and help establish performance goals

15%

Assist in managing difficult calls and resolving admissions-related complaints received via phone, chat, or ticketing systems. Appropriately route escalated issues to directors or relevant managerial staff for further resolution.

15%

Contribute to managerial decision-making to strengthen collaboration between general calls and other areas within OUA and other units throughout the university.

Perform other duties as assigned.

• Bachelor's degree or equivalent combination of education and experience
• Previous supervisory experience
• Three years of customer service experience
• Ability to thrive in a fast-paced, high-pressure environment
• Strong problem-solving skills and resourcefulness, with the ability to work independently as well as collaboratively within a team
• Demonstrated both excellent verbal and written communication skills
• Strong typing skills with a high level of accuracy
• Proficiency with computer systems and platforms.
• Ability to exercise sound professional judgment and maintain composure and a calm demeanor in a dynamic environment
• Strong attention to detail and the ability to interpret policy

• Working knowledge of current Call Center technologies, including Ocelot Chat and Team Dynamix
• Experience with the college admissions process
• Familiarity with multi-line call management systems
• Previous call center work

Benefits

Benefits at the University of Michigan:

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with
• immediate vesting.
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

The University of Michigan is an equal employment opportunity employer.