Senior Operational Performance Specialist
- Job Ref:
- Largo, MD
- Data Analytics
- Full time
Senior Operational Performance Specialist
Office of Strategic Enrollment Management
Exempt, Regular, Full-Time, Pay Grade 2.4
Location: Largo Preferred, Remote candidates considered
Reporting to the Associate Vice President, Enrollment Operations, the Senior Operational Performance Specialist supports UMGC's vision to provide superior student support services by identifying issues and opportunities within operational performance, process adherence, and quality. Through analysis of staff performance to schedule adherence, talk time, and other related measures, the SOPS will identify close gaps, maximize efficiency, and improve the support experience. UMGC is undergoing operational, systems, and process transformation so the SOPS will also participate in requirements to build a more automated and sophisticated process. This position will also support this transformation by building new reporting, modeling, and insightful analysis.
This position is responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for workload volumes for multiple support segments including admissions, success coaching, and tuition planning. The SOPS will accurately calculate and communicates staffing requirements for multiple roles within all support segments as well as maintains data integrity and configuration of all Workforce Management applications. The responsibility will include generating an in-depth ad-hoc data analyses and scheduled reports to meet the specific needs of each business segment. It provides valuable insight into trends based on data findings and offers potential solutions to performance issues.
The SOPS will supports Enrollment Management operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; productivity, quality, and student-service standards; contributing information and analysis to organizational strategic plans and reviews. Service Enrollment Management (EM) consisting of Admissions (Admissions Advising and RCOs) and Enrollment Management (Advising, Success Coaches, and Tuition Planning).
SPECIFIC RESPONSIBILITIES INCLUDE:
Maintains and improves EM operations by monitoring system performance; identifying and resolving problems with appropriate functions; preparing and completing action plans; completing audits and analyses; managing process improvement and quality assurance programs
Perform trend analysis using data provided from department tools and create reporting for proactive remediation. Collaborate with the Director and Senior Manager of Support daily and weekly to level set on data provided and trend reporting.
Serve as the primary coordinator of the telephony in the Call Center. Analyze the call flow requirements. Maintain the telephony system and all supporting systems.
Accomplishes call center human resource objectives administering scheduling systems, planning, monitoring, and enforcing policies and procedures with department leaders
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Use statistical information to calculate FTE requirements for department
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Performance metrics include student satisfaction, call efficiency, low abandonment rate, staffing utilization, schedule adherence, provider and employee engagement.
Responsible to support and monitor activity via all channels as well as overseeing scheduling needs to ensure timely student service.
Monitor statuses and escalate issues to Directors within EM
Manage data integrity through oversight, review, and training of accurate and timely data entry services of each EM colleague
Research, recommend and implement new procedures, policies, and services which enhance the experience of constituents
Achieve service goals and objectives by aligning processes and strategy to department goals and mission
Ensure department resources are properly allocated to maximize efficiency and satisfaction for constituents and members
Improve enrollment management operations by monitoring system performance, identifying problems and implementing action plans to improve constituent and member satisfaction;
Develop innovative approaches to improve overall experience;
Attend and conduct trainings, events and meetings as needed, to accomplish goals and objectives
Develop project schedules and plans, to include deliverables in task areas
Mobilize resources to execute the work represented in the plans
Collaborate with the client to ensure open communication, cooperation, and timely issue resolution
Monitor performance goals and objectives for the EM staff; inspect with reporting
Other duties as assigned
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's Degree from an accredited institution of higher learning
Five (5+) years' experience in telemarketing or inbound/outbound call center environment;
Knowledge of managing outreach campaigns in enterprise ACD and CRM systems, including Cisco and Salesforce.
Experience with managing call center staffing models and associated analytics within WFM systems, including Verint.
Effective communication, management, interpersonal and leadership skills required;
Demonstrated experience providing exceptional customer service, solving problems and utilizing process evaluation skills; and
Exceptional analytical skills with strong attention to detail and accuracy
Ability to work effectively both independently and as a team member.
Demonstrated ability to meet tight deadlines with the use of outstanding time management.
Ability to adapt to changes in a dynamic work environment.
Proficiency in MS Office Suite (Word, Excel and PowerPoint) and familiarity with Salesforce database or CRMs
REQUIREMENTS TO BE ELIGIBLE FOR REMOTE ROLE:
Home worksite furniture and equipment shall be provided by the Candidate.
UMGC will provide necessary office supplies, a laptop, monitor and headset.
Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.
All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.
All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS. You must also hardwire your laptop to the router through an Ethernet connection.
POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED
SALARY COMMENSURATE WITH EXPERIENCE
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.