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UCLA

Manager of Student Enrollment Center

UCLA - Los Angeles, CA

UCLA Extension, a global leader in professional and continuing higher education, seeks an innovative and connective Manager to oversee the daily operations of its Enrollment Center (Requisition 26707).



Reporting to the Associate Director of Enrollment Services, the successful Manager candidate will demonstrate substantive experience and proven success in supervising frontline customer-service teams for the express purpose of providing prompt, efficient, and exemplary service to UCLA Extension students that exceeds student expectations and the goals established by departmental leadership. The Manager will recruit, train, coach, mentor, and oversee at least 7 full-time professional Enrollment Specialists, 5 part-time work-study positions, and 4 seasonal part-time workers who contribute to the processing of 93,000 gross enrollments and 21,000 transcripts per year using a system housing more than 2 million student records. Experience in overseeing service delivery through diverse channels (e.g., phone, e-mail, chat, SMS) is required.



The Manager will be responsible for forecasting staffing needs based on projected traffic volumes and historical data; developing goals, performance guidelines, and fun/creative non-monetary incentive programs; establishing and managing Enrollment Specialist performance metrics, quality, and productivity; and measuring staff performance against established business goals and guidelines. Strong, demonstrated experience in developing and motivating talent represented by a bargaining unit is critical.



 



Additionally, the Manager will collaborate closely with departmental and UCLA Extension colleagues to investigate and resolve student complaints and enrollment-related system issues in a timely and professional manner, promoting student satisfaction and retention. The Manager will be charged with interpreting business and performance data to inform systems logic, business processes, and Extension policy changes, and will prepare regular management reports and analyses. Finally, the Manager will assist with the development of and monitor adherence to the Enrollment Services cost center and will maintain current knowledge of industry trends and benchmarks in call centers, actively driving student/customer-service improvement strategies.



The successful Manager candidate will have a minimum of 3 to 5 years of directly transferable professional experience in a college/academic or call center environment. High school diploma or GED required; bachelor’s degree preferred. Competencies critical for success include: demonstrated expertise in using and developing workflows for service technology accelerators such as cloud-based Contact Center Solutions, Salesforce or similar SRM/SRM systems, live chat platforms, student/customer information systems; exceptional interpersonal relationship-building skills and service-delivery standards; proven experience managing employees represented by a bargaining unit; genuine inclusive collaboration style; strong team-building experience.



Serving a vital community outreach and engagement role for the UCLA campus, UCLA Extension is the largest organization of its type in California and is considered to be one of the top 10 programs in the United States. UCLA Extension is entirely self-supporting, receiving no state or campus funding.



The hours for this position are 8:00 a.m. to 5:00 p.m., Monday through Friday. Weekend and evening hours are required occasionally during peak enrollment periods. This position is located in Los Angeles, California.



 



Full information concerning the job qualifications are listed on the official UCLA job posting.



The target salary range for this position is between $23.04 and $27.78 hourly.



Benefits



UCLA offers a comprehensive benefits package, including vacation and sick leave accrual; 13 paid holidays per year; health, dental and optical benefits; life insurance; disability insurance; the University of California Retirement Plan; various voluntary UC Savings Plans. There are also special programs and privileges available, such as accessibility to cultural and recreational programs, athletic events, the University Credit Union, and much more!



How to Apply:

Qualified applicants may apply for this position using the UCLA Career Opportunities website. Click "Apply Now" to be directed to our site and search for Requisition 26707.



The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.



3 days 23 hours ago

UCLA

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Manager of Student Enrollment Center UCLA - Los Angeles,CA,United States

   

Location: Los Angeles, CA

Company Profile:
As one of America's finest universities, UCLA has a tradition of advancing higher education and the common good through excellence in scholarship, research and public service. UCLA is California's largest university and a model for public institutions of higher education. Academic excellence, faculty distinction and a comprehensive curriculum are hallmarks of the UCLA experience. The university is an educational and architectural landmark in Los Angeles, attracting thousands of visitors and scholars each year.