Call Center Manager

Posting Details Position Information Posting Number S06780P Position Title Call Center Manager Department VP of Enrollment Management Location Arlington Position Status Full-time Work Schedule Monday through Friday, 8:00 am - 5:00pm Occasional evening and weekend hours. Salary Salary is commensurate based on qualifications and relevant experience up to $70,000. Pay Basis Monthly Job Summary The Call Center Manager leads all phone-based and related communication operations for OneStop, ensuring consistent, high-quality service across complex topics such as enrollment, financial aid, billing, and academic records. This position oversees staff performance, monitors and responds to service metrics, and leads continuous improvement of call workflows. Essential Duties and Responsibilities Staff Supervision and Leadership Directly supervise professional call center staff, including hiring, onboarding, coaching, performance evaluations, and ongoing development. Provide daily guidance and ensure staff maintain expertise in registration, records, financial aid, billing, and related processes. Establish staffing schedules, monitor coverage, and adjust resources to meet demand. Promote a high-quality student service environment, modeling professional standards. Call Center Operations Oversight Manage daily operations including call flow, queue management, coverage planning, and service-level adherence. Resolve escalated calls and serve as a resource for complex student situations. Develop scripts, knowledge base inputs, and communication templates. Ensure accurate case handling, privacy/security compliance, and timely resolution of student needs. Address escalated or complex issues requiring advanced knowledge or judgment. Metrics, Reporting & Quality Assurance Monitor KPIs (call volume, handle time, abandonment, quality scores) and implement improvements. Collaborate with leadership on performance dashboards and trend analyses. Identify training needs and implement QA programs. Project and Initiative Support Lead or support projects impacting call center channels, communication strategies, or student outreach efforts. Coordinate with IT on call center software updates or enhancements. Campus Collaboration and Issue Resolution Coordinate and create resolution of multi-faceted situations with campus partners. Communicate trends, escalating issues, and service insights to internal and external departmental leadership to inform strategy. Perform other duties as assigned. Minimum Qualifications Bachelor's degree. Two (2) years of experience in call center operations, student services, or customer service management or an equivalent mix of education and relevant experience in similar role. Supervisory experience in a call center or high-volume communication environment. Experience resolving complex issues in at least one area: financial aid, student records, billing, or enrollment. Experience managing performance metrics such as call volume, handle time, quality, and service levels. Preferred Qualifications Master's degree in higher education, business, communications, or related field. Experience with call center systems (e.g., phone routing software, QA platforms, CRM ). Background in developing scripts, communication templates, or knowledge base content. Experience leading or participating in campus-wide committees or student service initiatives. Knowledge, Skills and Abilities Strong analytical and data interpretation skills; ability to monitor KPIs and adjust operations accordingly. Exceptional communication skills, including ability to coach staff on tone, clarity, and accuracy in phone-based interactions. Ability to make decisions in high-pressure or high-volume service environments. Strong customer service orientation and commitment to service excellence. Skill in coaching, motivating, and developing call center staff. Other Requirements Workplace and Eligibility Conditions Standard office environment. Benefits Eligible Yes Benefits at UTA We are proud to offer a comprehensive benefits package to all our employees at the University.

https:

//www.uta.edu/hr/employee-benefits To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link: https://resources.uta.edu/hr/services/records/compensation-tools.php CBC Requirement It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University. This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure , you authorize the University to conduct routine background checks. EEO Statement It is the policy of The University of Texas at Arlington ( UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University's compliance with this policy. University Information The University of Texas at Arlington ( UTA ) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 "Very High Research Activity" institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times' "Best for

Vets:

Colleges" and is the top university in North Texas for its graduates' salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 - including leaders at many of the 24 Fortune 500 companies headquartered in North Texas - UTA contributes an estimated $29 billion annually to the Texas economy. UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university's strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the

RISE 100

initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas.

Learn more at https:

//www.uta.edu/administration/president/strategic-plan/rise100 . This is an exciting time to join UTA and contribute to its bold vision for the future. ADA Accommodations The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email ADADocs@uta.edu . Posting Detail Information Number of Vacancies 1 Open Until Filled Minimum Number of References Required 3 Maximum Number of References Accepted 3 Special Instructions to Applicants Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2)

Education:

school name, degree type, and major. Requirement Questions Required fields are indicated with an asterisk (

• ).

• What is the highest level of education attained? GED High School Diploma Associate's Degree Bachelor's Degree Master's Degree PhD or equivalent
• How many years of experience do you have working with telephone computer support in a help desk or call-center environment? None/less than 1 year 1 to 2 years 3 to 4 years 5 or more years
• Do you have supervisory experience? Yes No
• Please indicate whether you have completed any UTA Leadership Development programs.

Aspiring Leaders Program MavsSupervisor Success Program MavsManager Foundations Program Leading People Credential (completion grants supervisory experience credit for internal entry-level supervisory roles) None of the above Documents Needed To Apply Required Documents Resume or CV Cover/Interest Letter Optional Documents