Oversee and manage the day-to-day operation of the Continuing Education Information Center. Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.
MINIMUM REQUIREMENTS: Bachelor's degree; Master's degree preferred. Five years of full time experience managing a customer service department with Call Center responsibilities, preferably in higher education. Experience must include a minimum of two years of full time experience using information systems to create and manage reports, and three years of full time supervisory experience. Must have a valid driver's license in good standing with violation points less than five (5).
For best consideration please apply by March 25, 2019.
CLASS SPECIFIC ESSENTIAL DUTIES:
Provide leadership and supervision of assigned College division or function.
Develop and implement goals and objectives in coordination with senior management.
Implement strategies related to operation and services.
Evaluate the effectiveness of policies and procedures to ensure consistency.
Supervise, advise, and evaluate assigned staff, as required.
Prepare, analyze and provide reports on miscellaneous subjects, as requested.
Serve as liaison between College departments, vendors, government agencies and/or other external organizations.
Manage operating budget for assigned division or function, as required.
Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned. POSITION SPECIFIC ESSENTIAL DUTIES:
Manage and supervise the Continuing Education Call and Information Center to ensure student questions and registrations are managed effectively and with a high level quality customer service.
Responsible for managing systems and data associated with the Information Center in order to produce customer service reports, course information reports, and student information reports.
Analyze and assess report data to improve customer service, as well as student and course/section level data.
Responsible for ensuring data input integrity of staff to maintain compliance as required by governing authorities such as Maryland Higher Education Commission, Baltimore County government, and System Office.
Develop and maintain updated accurate Continuing Education procedures and procedures implemented by other departments that affect Continuing Education.
Perform liaison duties with CCBC One Stops to ensure that Continuing Education program information is provided and that CE students are served with a high level of customer service.
Perform liaison duties with CCBC Enrollment Services Call Center staff to maintain telephone contact system updates, training and information sharing.
Develop, conduct, and coordinate staff training.
Oversee accurate processing of real-time registration payments including back-office check conversions.
Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.
About Community College of Baltimore County
CCBC is the college of choice for over 70,000 students and 200 businesses each year — all with unique goals, strengths and requirements. By offering a holistic learning environment that is both accepting and challenging, we meet students where they are and take them where they want to go. CCBC is committed to ensuring equal opportunity and nondiscrimination in all hiring and employment practices. We are committed to equal treatment for all applicants and employees and will not discriminate based on race, color, religion, gender, age, national origin, ancestry, veteran status, disability, sexual orientation or any other basis protected by law. CCBC’s benefits include medical, dental, vision, disability insurance, ample paid time off, choice of one of two Maryland State Retirement Plans (contributory and noncontributory), and much more.