Student Enrollment Communication Center Manager - Enrollment Management

POSITION: A full-time, professional academic staff position is available in Enrollment Management beginning July, 2019. The working title for this assignment is Student Enrollment Communication Center Manager with an official title in the Student Service Program Manager title series. This is a renewable assignment, contingent on performance and funding. The salary will be commensurate with experience and qualifications.

• A bachelor’s degree from a regionally-accredited institution

• Minimum of two years related experience

• Ability to:

o resolve conflicts and problems through the skilled application of theoretical and practical knowledge.

o assess performance and identify coaching opportunities through quality review of staff

o provide feedback to colleagues, staff and supervisors in a timely, clear manner

o develop and utilize creative problem-solving skills.

o handle sensitive issues and always maintain confidentiality

• Well-developed leadership and management skills, including a strong commitment to team building and staff development

• Demonstrated strong organizational skills and the ability to appropriately manage a complex workload with multiple priorities and an ability to act quickly and respond promptly

• Proven advanced level knowledge, skill and abilities with Microsoft Office Suite, (Outlook, Word, Excel)

• Demonstrated skills in coordinating operations, working with multiple stakeholders, and balancing numerous high-priority projects simultaneously

• Excellent written and oral communication skills

• A strong commitment to principles of equity, diversity, and inclusion

PREFERRED QUALIFICATIONS: 

• A master’s degree in relevant or associated discipline

• Demonstrated experience in leading change and applying process improvements necessary to adapt in a rapidly changing environment

• Prior call center experience, preferably in a supervisory or management role

• Prior experience developing a new department/program within a higher education environment

• Prior experience with computer systems comparable to Peoplesoft databases, financial systems, electronic forms systems, imaged documentation systems, etc..

• Familiarity with UW-Eau Claire and UW System administrative policies and procedures.

DUTIES: The position is responsible for the initial establishment and ongoing operations coordination and supervision of the activities for the Student Enrollment Communication Center Support Team. This position will provide consulting services on a wide variety of administrative and business processes. This includes a key focus on engaging in efforts to increase the undergraduate student retention rate to 90%. This position is responsible for coordinating outreach efforts to prospective and current students in collaboration with campus departments.  The position works under minimal supervision of the Vice Chancellor for Enrollment Management.

The Student Enrollment Communication Center Support Team is an initial point of contact with potential and existing students. For this reason, it is imperative that the services be provided in a professional manner.  This position is responsible for ensuring that the actions of the professional staff support and represent the Student Enrollment Communication Center’s commitment to quality service and efficient operations. This position requires proactive planning, scheduling and independent problem-solving skills as well as excellent written and verbal communication skills, computer skills, and organizational abilities.

• Hire, train, supervise, and schedule student employees as outstanding outreach representatives of the University to prospective students and families, current students, alumni, and others

• Collaborate with departments within the division of Enrollment Management for coordinated and intentional outreach to relevant stakeholders

o Augment scope of user groups for strategic growth and partnerships with campus stakeholders outside Enrollment Management as operation becomes well-established

• Create and maintain a calendar of all active and inactive campaigns

• Coordinate with IMC for seamless communication flows, targeted demographic and communication mode scripting, campaign management, and integration of the defined personality of UW-Eau Claire

• Coordinate efforts for outbound outreach via telephone, texting, email, social media engagement, and direct mail to prospective and current students

• Create weekly outcome reports with agreed-upon metrics to be shared with user groups of the SECC and Vice Chancellor for Enrollment Management

• Coordinate fulfillment efforts for departments within Enrollment Management

• Support summer Orientation programming

• Liaise with the UW-Eau Claire Foundation Director of Annual Giving toward collaborative efforts for university-related outreach and cultivation toward stewardship

UNIVERSITY and EAU CLAIRE COMMUNITY: UW-Eau Claire, an institution of approximately 11,500 students and 1,400 faculty and staff, is consistently recognized as a top comprehensive university in the Midwest and is widely known as a leader in faculty-undergraduate research and study abroad. We strive for excellence in liberal education and select graduate and professional programs through commitment to teaching and learning and dedication to our core values of diversity, sustainability, leadership, and innovation.

The City of Eau Claire, situated at the confluence of the Chippewa and Eau Claire rivers, is at the center of a metropolitan area of approximately 100,000 people located 90 miles east of Minneapolis/St. Paul. The area features beautiful parks and trails, strong public schools, a vibrant arts scene and local food culture, and abundant recreational opportunities.

APPLICATION PROCEDURE: Applications are submitted electronically. Please follow instructions found on the following UW-Eau Claire Web site: http://www.uwec.edu/Employment. You must create an account and login before you can apply. If you have not yet registered, click on the "Click here to Register" link to begin the registration process. If you are already a registered user, input your "User Name" and "Password" and select "Login." Click the link to the Student Enrollment Communication Center Manager position (Job ID # 15497) and then click the "Apply Now" button to submit your application electronically. Your application will not be considered complete until all required documents are attached and all required fields are completed. Please be sure you have included the following in PDF format:

• Letter of application

• Curriculum vita

• Names and contact information for three references.

Please direct requests for additional information to:

Jennifer McGeorge;  mcgerorgj@uwec.edu

To ensure consideration, completed applications must be received by May 24, 2019. However, screening may continue until position is filled. The university reserves the right to contact additional references with notice given to the candidates at an appropriate time in the process. Employment will require a background check. Employment will also require you and your references to answer questions regarding past conduct related to sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. §. 19.36(7).

The UW-Eau Claire Police Department is dedicated to maintaining a safe and secure environment for learning and working. Although crime at the University of Wisconsin-Eau Claire is limited, the  University Police want students, faculty and staff to be aware of crime on campus and the area surrounding the campus. The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal law that requires colleges and universities to disclose annual information about campus crime. Visit Campus Security and Fire Report (https://www.uwec.edu/files/8/annual-security-report.pdf) . Also visit our Campus Security Authority policy (https://www.uwec.edu/files/787/CleryCompliancePolicy.pdf).