Student Communication Center Manager - WVU Hub

The WVU Hub at West Virginia University is currently accepting applications for a Student Communication Center Manager.

About the Opportunity

Under the direction of the Assistant Director, this position will assist with overall student worker plan within the WVU Hub. This includes hiring, onboarding, supervision and more. Also, this position will oversee all daily operations and outreach efforts of the Student Communication Center.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits.
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

What You'll Do:

SCC & Student Ambassadors:

• This position requires a flexible work schedule to provide coverage of the SCC during evening hours from 4-8pm as needed.
• In coordination with the Assistant Director, responsible for development and execution of yearly SCC recruitment plan.
• Responsible for all facets of the daily activities of the Student Communication Center including but not limited to uploading calls to be made, daily instructions, and developing call scripts.
• Responsible for configuration of TargetX software utilized for communication flow to prospective and admitted students for Tele-counseling purposes. Maintains tables, user ID’s, and field labels.
• Ensures data accuracy through reporting and makes changes to student’s files based upon correct information.
• Responsible for the hiring of all student ambassadors including job postings, marketing, coordination of interviews, and onboarding.
• Woks collaboratively with the Compliance and Training Team to ensure proper training of all student ambassadors.
• Supervises all student ambassadors; serves as primary contact for all payroll and timecard needs including payroll approval.
• Works collaboratively with recruitment and admission staff to identify areas of opportunity for student staff to provide support including phone coverage, data entry, student panels, event preparation, social media, mailings, and group tours.
• Assigns daily tasks to students and provides feedback to student staff throughout the year, including coordinating a formal review process.
• Provides direct supervision of one Graduate Assistant of the SCC; provides GA guidance and instruction of tasks.
• Provides weekly activity report and data analysis to the Director including recommendations.

Hub:

• Participates in the management of the WVU Hub by performing duties including but not limited to mentoring newly hired representatives and assisting in the hiring, training, and supervision of staff.
  
• Provides feedback based upon interaction with employees at the time when coaching is most effective.
• Counsels' prospective students, families, counselors, and WVU administrators via telephone coverage of the WVU Hub. This entails answering the phone, looking up records in Banner and CRM, and providing accurate information to the caller.
• Resolves complex problems, develops, and implements crisis intervention strategies.
  Manages conflicts and resolves complaints; documents cause and solutions and works with appropriate staff to develop prevention strategies. Makes expert referrals as needed.
  Participates in the design, development and implementation of the web, phone, and other technology-based self-service tools.
• Participate in job-related continuing education seminars, professional development and workshops required to maintain up-to-date knowledge of federal or state regulations and university policies related to position.
• Provide support to WVU Hub Director and Assistant Directors as tasks, special projects, and activities arise to achieve institutional missions and unit objectives as time and workload dictates. Participation may include coordinating and leading assigned project team, innovating new or improved methods of operation, developing policy or procedure drafts.
• Assist and serve students via the WVU Hub with matters related to financial aid, loans, scholarships, student employment, billing and accounts, housing and rent, registration, and student health insurance, etc. Primary contact mode is via telephone and will also include walk in and email service (Team Dynamix tickets).

• Bachelor's degree required. Masters preferred.
• A minimum of two (2) years of experience involving:
  • College admission counseling, sales, marketing, public relations, and/or advising or counseling.
• Excellent time management, attention to detail, and organizational skills.
• Must be able to work in a fast-paced, deadline –driven environment.
• Ability to relate to the concerns of prospective students and parents and the ability to counsel them on those concerns.
• Demonstrated excellent oral and written communication skills are required in order to advise and counsel students, parents, and high school counselors regarding admission requirements as well as communicate attributes of programs and services offered.
• Show understanding of undergraduate curricular and co-curricular experience at WVU or another major public institution of higher education in a college town.
• Demonstrated commitment to social justice.
• Ability to facilitate equal access to a WVU education to all interested students.
• Must be able to work flexible hours in late spring and summer as needed.
• Must have demonstrated excellent interpersonal skills and the ability to develop constructive relationships with prospective students and their families as well as University administrators and high school counselors, teachers, and principals.
• Must exhibit professional behavior and image at all times to best represent WVU to our constituents.
• Must exhibit a positive attitude and the demonstrated ability to work well with others.
• Ability to rapidly learn WVU admission requirements, admission timeline, and basic housing and financial aid requirements and regulations.
• Ability to operate a motor vehicle.
• Physical capability to transport materials weight an average of 25-40 pounds.
• Must be able to qualify for a university travel card (pass a credit check).

At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.

From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley — the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.

Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.

Creating an inclusive, engaged, and dynamic learning environment is core to WVU’s academic mission. We welcome candidates who can contribute a range of ideas, approaches, and experiences.

West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.