Job Description:

Staff Associate – Director of Student Information Center

About Empire State College:
Empire State College was established in 1971 by Dr. Ernest Boyer as a distinctive statewide institution focused on innovative and nontraditional teaching and learning.

The college continues its 47-year commitment experimenting with new, flexible, and individualized modes of learning through such practices as mentoring students throughout their academic studies, creating individualized degree plans, valuing learning gained from life and work experience, building professional and social student support communities and creating flexible modes of delivery to meet students’ diverse learning preferences. The college now boast over 84,000 proud and successful alumni and partners while serving appropriately 17,500 students a year who want to expand their personal and professional horizons.

Empire State College is a part of the SUNY System and is accredited by the Middle States Commission on Higher Education. With headquarters in Saratoga Springs, New York, ESC serves mostly working adults pursuing associate, bachelor’s and master’s degrees online and onsite at 35 locations across the state of New York and abroad.

Job Description:SUNY Empire State College currently seeks a Director for the Student Information Center (State title: Staff Associate) in the Office of Enrollment Management. The Student Information Center (SIC) is a critical component of our One Stop Student Services, a recent initiative of the college to support retention and recruitment. As Director, ensuring students are experiencing a high level of service and support will be of high priority requiring collaboration with not only various offices across the college, but external groups as well.

The successful candidate will possess entrepreneurial characteristics; familiarity with the latest practices, approaches and technology to support a one stop student service center; and a vision and awareness of emerging trends relating to communicating with current and prospective students and the college community such as online chat. The Director will be expected to continually evaluate, analyze and improve upon efficiencies and streamline processes and practices, while expanding the current range of services offered by this team based on trends and needs of students.

The Director will be responsible for supervising an increasingly geographically dispersed workforce while balancing and coordinating the day-to-day activities of the Student Information Center, a central component of one stop student services initiative. In addition, other responsibilities include:
• Ensuring that student situations are resolved through collaboration with offices and departments
• Manage ad hoc outbound call campaigns
• Facilitate state-wide trainings of information gathered from the Student Information Center knowledgebase
• Train staff and identify training opportunities for staff
Requirements:
Required Qualifications:
• Bachelor’s Degree
• Five years of experience in a contact or call center setting delivering direct customer service
• Demonstrated leadership, interpersonal communication, analytical and problem solving skills
• Strong oral and written communication skills including the ability to communicate using technology
• Evidence of effective working relationships with internal and external constituencies such as students, employees and alumni
• Knowledge of automated call distribution systems and call center matrices
Preferred Qualifications:
• Master’s Degree
• Five years of experience in a higher education setting
• Three years of experience in a supervisory or management role
• Experience communicating with students/customers using social media platforms
• Experience with college student retention initiatives
• Experience with customer relations management software including online chat functions
• Two years of experience in a higher education setting
Special Information:
• Regular travel required within NYS and nationally
• The ability to work flexible hours which includes evenings and weekends
• VISA sponsorship is not available for this position

Additional Information:

Rank/Salary: $58,000
Applications Due by: Applications accepted until position is filled.

Empire State College is an EOE employer.

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT https://www.esc.edu/safety-security

Posting Link: https://esc.interviewexchange.com/jobofferdetails.jsp?JOBID=101015
Apply for This Job Online at www.esc.edu/jobs

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PI104074815