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Job Description
- Req#: 10019048
- Manage a team responsible for responding to inquiries to Degree Planning and Registrar's Office via email, phone, chat, CRM, and other channels. 25%
- Manage daily operations by tracking workforce metrics such as tasks, phone queues, service levels, queries, and schedule adherence. 25%
- Create and review workforce metrics and take action to address performance gaps, prioritize work, or adjust staff schedules to ensure daily work is completed and service levels are met. 10%
- Seek to provide same-day resolution for any escalated issue through collaboration with other leaders and staff within ASQ. 10%
- Develop reports and recommendations for opportunities for service improvement based on the frequency and nature of inquiries. Creating consistent messaging for students and staff by ensuring that communications are student-centric, clear, and updated as changes in policies or business processes occur. 10%
- Provide direct engagement by responding to inquiries in support of the team as needed. 20%
- 4-year college degree
- 3 to 5 years of Customer service experience in a virtual environment
- Less than 1 year of supervisory experience
- Master's or other post-graduate education
- 5 to 7 years of Customer service experience in a virtual environment
- 1 to 3 years of supervisory experience in a customer service environment
- Experience using PeopleSoft, SalesForce, or OnBase.
- Experience coaching and managing teams.
Assistant Director, ASQ Support
Academic Administrative Services
Exempt, Regular, Fulltime, Pay Grade 2.1
Stateside Remote
Job Overview
The Assistant Director, ASQ Support leads the ASQ Response Center. The Response Center Team responds to basic inquiries to ASQ teams in Degree Planning and Registrar's Office via phone, email, chat, CRM, and other channels and escalates as appropriate to other teams for resolution.
Primary Duties
Required Education and Experience
Preferred Education and Experience
Knowledge, Skills, and Abilities
All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.
University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2-the virus that causes COVID-19-all prospective UMGC faculty (full-time and adjunct) and staff are strongly encouraged to be fully vaccinated and current with the recommended boosters. As always, operations at our military locations in Europe, Asia, and stateside will follow the guidance of the U.S. Department of Defense and local commands, and may require proof of full vaccination, unless an exception is approved as a reasonable accommodation based on disability or religion. If so, a copy of their Approved Exception Letter must be provided before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.About the company
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