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Coordinator Call Centre and Client Service


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Coordinator, Call Centre and Client Service
United States
Under direction of the Manager, Call Centre and Support Services, the Coordinator, Call Centre and Client Services, is responsible for coordinating the day-to-day operations of the unit. This includes scheduling and assigning the work to staff in the unit and responding to changing needs and priorities. The incumbent is responsible for supervising the Call Centre staff, including the Team Leads and approximately 50 students, and for participating in the hiring, training, professional development, and retention of student staff. As the Coordinator, the incumbent is responsible for conducting on-going training sessions for Call Center staff on general admission, financial aid and awards information, policies, procedures, and changes, ensuring the staff have the required knowledge, tools and customer service skills to deliver excellent enquiry service, and resolves complex issues escalated by Call Center staff.
The Coordinator, Call Center and Client Services also provides counseling via telephone to students, potential students and their families on processes related to admissions, financial aid and awards; resolves complex, escalated or sensitive client issues; serves as a resource to university colleges, faculties, or departments that utilize the Call Center by providing advice, guidance, and interpretation of university and government policies, processes and regulations related to admissions, financial aid and awards; makes recommendations to financial aid and admissions counsellors about extraordinary cases – as identified during the counseling process.
Bachelor’s degree or an acceptable equivalent combination of education and experience.
Minimum four (4) years relevant experience with direct client service delivery in a high volume admissions and/or financial aid environment, preferably at a university or college institution. Experience in delivering training and managing large numbers of staff, preferably in a unionized environment. Experience in coordination of services in a client service environment and co-ordination of day-to-day operations. Direct experience in counselling prospective students in admissions and/or financial aid to undergraduate university programs. Experience interpreting and applying financial aid policies and University admissions policies and requirements for all undergraduate programs. Experience using technology to enhance enquiry service delivery and experience utilizing reporting tools.
Familiarity with the University’s student information system or with a comparable system is highly desirable. Advanced computer skills must include word processing, creating and manipulating spreadsheets, posting to and navigating websites, creating PowerPoint presentations. Knowledge of institutional, government agency and department policies, procedures and guidelines. Familiarity with financial budgeting tools and resources is desirable.
Ability to effectively provide information and advice to staff, students and general public; individually or in group settings (ie. one-on-one or group session and/or workshops). Strong student service orientation: tact and diplomacy in dealing with students and students’ family members, demonstrated ability to relate well with a diverse student population, at times address an upset or irate client or deal with other complex inquiries requiring immediate attention; demonstrated commitment to maintaining confidentiality in working with student information. Ability to adapt to new procedures quickly and accurately; must be able to use independent judgment and discretion when advising and counseling, and when responding to enquiries. Ability to work in a high volume environment and ability to work well under pressure.
*Student Services
*Enrolment Services: Admissions
Coordinator, Call Centre and Client Service
St. George (downtown Toronto)
Requisition ID:
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