Essential Functions: Job PurposeProvides leadership for a one-stop student service center in support of the student life cycle from inquiry to completion. Supervises and leads a team of Student Service Center Enrollment Specialists. Serves as the primary point of contact for daily operations including scheduling staff, responding to phone and email inquiries, and making recommendations to the Director of any changes that need to be made. Reports to Director. Manages staff assigned to work at the front counter or call center. Assists with staff recruiting, hiring, discipline, and training. Oversees daily activities and develops staff to ensure accurate and timely customer service and service delivery. Ensures transactions for all personnel within the assigned unit are performed in compliance with University policies and procedures.Provides services to students whose issues have been escalated for management attention. Intervenes and resolves situations with other units' management when students have been misdirected.Provides problem resolution and information to unit staff as well as to students, other departments, University faculty, staff, administrators, and outside vendors. Establishes and maintains process guidelines, providing staff training as necessary. Coordinates office procedures for efficient processing of all incoming requests.Monitors and evaluates the outcome of services offered in-person, by telephone, or through email, and recommends changes. Prepares and compiles data pertaining to services and business processes and identifies opportunities for service improvements. Adapts work to model best practices across the "one-stop" philosophy for student services. Serves as liaison to other department and University personnel, outside agencies and professional groups.Performs other related duties as assigned.
Qualifications: Education Bachelor's degreeBachelor's degree in Business Management, Organizational Development, Communications or related field from an accredited college or university. Candidates with an equivalent combination of education and experience may be considered. Experience Experienced (minimum 2 years of job-related experience)Minimum 2 years of experience in managing within a student service unit such as Enrollment, Financial Aid, Registrar's office, Admissions, or Student Accounts Receivable, or Student Success. Experience with creating and implementing business processes and services and providing great customer service. Supervisory experience is required. Preferred: experience providing training, knowledge of higher education, enrollment services and student developmentKnowledge, Skills and AbilitiesAbility to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train staff and develop subordinate's skills. Ability to foster teamwork among staff members.Effective interpersonal and customer service skills. Ability to handle pressure situations, including dealing with sensitive and confidential human relations situations. Organizational Skills: Ability to prioritize and plan work activities; adapting to changing conditions. Strong organizational skills and ability to work within established deadline and under pressure.Strong understanding of Banner or other SIS, with ability to interpret information in the SIS. Demonstrated ability to manage technology and automated business processes. Ability to compile and assess statistical data.Proficient in the use of Microsoft Word, Excel and PowerPoint. Experience with the Banner software system student module or other SIS system.Must be able to work independently in a highly organized, detail-oriented, fast-paced environment. Ability to work independently and in a self-directed team environment. Must demonstrate and possess a high level of professional integrity, ethics and confidentiality.Must be able to write clearly and informatively, adapting communication style to the media. Must be able to assess to whom information needs to be communicated and to communicate collaboratively and effectively with subordinates, peers, and management.
Founded in 1868, Wayne State University is a nationally recognized metropolitan research institution offering more than 400 academic programs through 13 schools and colleges to nearly 32,000 students. Wayne State?s main campus in Midtown Detroit comprises 100 buildings over nearly 200 acres; its five extension centers offer higher education to people throughout Southeast Michigan. Wayne State is dedicated to preparing students to excel by combining the academic excellence of a major research university with the practical experience of an institution that by its history, location and diversity represents a microcosm of the world we live in. Reflecting its location and the excellent international reputation of its graduate schools, particularly in the sciences, Wayne State boasts the most diverse student body among Michigan?s public universities. Its students represent 49 U.S. states and more than 60 countries.