Job Details

Section Supervisor

Position Number: 6572304
Location: Lubbock, TX
Position Type: Bursar and Student Accounts

Section Supervisor
Lubbock
42308BR
Student Business Services

Position Description
Supervises a section in a department that has institutional oversight responsibilities; coordinates activities of personnel and procedures to carry out departmental objectives according to established policies and procedures.

Major/Essential Functions
1. Supervise Call Center Operations and Staffing
Oversee the day-to-day operations of the SBS Call Center, ensuring appropriate staffing levels, operational efficiency, and staff support to maintain high quality customer service.

2. Manage Customer Issue Resolution & Escalations
Respond to escalated student account inquiries and billing complaints by reviewing relevant information, determining root causes, and implementing appropriate resolutions. Refer unresolved cases to designated departments or leadership.

3. Coordinate Outbound Communication Campaigns
Oversee outbound call campaigns using Call 'Em All and direct calls, including those related to enrollment cancellations or targeted outreach efforts, ensuring timely and accurate messaging.

4. Communicate Trends & Service Issues
Track and document customer interactions, inquiries, and complaints. Communicate significant or recurring issues to the Manager of Customer Service to support process improvements.

5. Monitor and Optimize Service Flows
Coordinate and manage call volume by utilizing the call center software & TeamDynamix particularly during peak periods to ensure timely and effective service to students, parents & staff.

6. Support Departmental Initiatives and Special Projects
Contribute to departmental initiatives and continuous improvement by performing additional duties as assigned and assisting in special projects as needed.

Required Qualifications
Bachelor's degree in job related field plus three years experience related to the assigned area; OR a combination of education and/or related experience to equal seven years.

Preferred Qualifications

Exceptional customer service skills.
Outstanding written and verbal communication skills.
Strong problem-solving skills and ability to 'think outside the box.'
Intermediate knowledge of computers including the Microsoft Office Suite.
History of working with customer accounts or banking industry experience.
Experience in working in a call center environment.
Familiarity with the Banner Student Module

Special Instructions to Applicant

Minimum Hire Rate

To apply, visit workattexastech.com

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.