Manager, Student Experience & Contact Center

Manager, Student Experience & Contact Center
Calgary, AB
External Relations – Office of the Registrar /
Management Permanent Salary /
Hybrid
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The Office of the Registrar at SAIT is an essential part of the student journey, the front line of student support from admissions to convocation. We are committed to informing and assisting our current and future students from initial inquiry through to graduation and employment.
The Opportunity
Reporting to the Associate Registrar, Systems, Operations and Reporting, the Manager of Student Experience and Contact Center at the Office of the Registrar (OTR) provides innovative and collaborative leadership and delivery of excellent customer services that support student experience and enrolment growth.
This pivotal leadership role, including managing a team of eight staff is accountable for development and implementation of OTR’s Service model and development of standards for OTR staff training to ensure service excellence.  The Manager plays a crucial part in delivering a seamless and positive experience for students, faculty, staff, and external stakeholders engaging with the Office of the Registrar.
The Manager consistently evaluates, reviews, and analyzes the service model to optimize the overall student experience for applicants, students, and external partners who interact with the OTR through various channels, including phone, in-person visits, and digital communications such as tickets, chats, or email. The incumbent ensures the delivery of high-quality, client-oriented services, actively seeking opportunities for service enhancements and adapting to evolving technologies and delivery methods.
The Manager is dedicated to promoting equitable access and maintaining consistent service standards for all students. Key responsibilities include overseeing the communication journey for all student types from their initial point of contact through various service channels. The incumbent works diligently to ensure that students receive timely and relevant information throughout every stage of the student life cycle.
The Role

• Strategic and Operational Oversight:
• Key contributor in the development and implementation of OTR’s Service model to improve student experience and support enrolment growth of new and returning students.
• In consultation with the Associate Registrars, responsible for mapping out and implementation of processes, service standards and KPIs for different service channels implemented at OTR.
• Manage the day-to-day operations of the - contact center to ensure timely and accurate responses to inquiries.
• Develop and implement standard operating procedures (SOP’s) to streamline processes and enhance service efficiency. 
• Manage staff schedules and allocations to meet service levels.
• Manage and support employees through the employment lifecycle (hiring, training, mentoring, performance development and offboarding)
• Provide strong leadership to a team of service representatives, fostering a collaborative and customer-centric culture.
• Set performance expectations, conduct regular performance reviews, and provide ongoing coaching and development opportunities.
• Implement strategies to enhance the overall student service experience, addressing inquiries and issues with professionalism and accuracy.
• Establish ticket escalation and resolution protocols and ensure they are being followed in the day to day.
• Intentional Equity, Diversity & Inclusion (EDI) focused decision making.
• Demonstrate excellent employee leadership, while focusing on skill development and opportunities for advancement.   


• Performance Metrics & Analytics:
• Use the OTR Service Excellence Framework to define and monitor key performance indicators (KPIs) for the service and contact center.
• Escalate any irregularities in the Service Level Agreements (SLA) to OTR Leadership for review. 
• Generate regular reports to assess performance and make data-driven decisions for improvement.
• Analyze trends in customer inquiries and feedback to identify areas for improvement.
• Establish and maintain quality assurance processes to ensure accuracy and consistency in service delivery.
• Conduct regular audits of transactions and interactions to identify areas for improvement.
• Review historical service trends to build forecast and optimally resource service channels based on anticipated demand.
• Research and stay to-date with best practices and next practices in enhancing student experience.


• Collaboration, Staff Training & Development:
• Oversees / Manages development of training standards and KPIs that are implemented across all teams within OTR for consistent service delivery.
• Oversees / Manages training programs for contact center staff to enhance their knowledge of institutional services and customer service skills.
• Collaborate with other departments, particularly internal OTR units, to ensure seamless information flow and resolve cross-functional issues affecting service delivery.
• Maintain effective communication channels to keep stakeholders informed of important updates and changes.
• Provides departmental support for development projects that enhance department operations and improve the student experience.
• Takes a proactive approach and leads change management when adopting new technologies and processes, and when advancing existing 

Qualifications & Experience

• Bachelor's degree from a recognized educational institute or equivalent experience required
• Five years related post-secondary experience required
• Master's degree from a recognized educational institute  preferred
• Minimum, of 5 years’ experience in a supervisory role, preferably in a unionized environment


• Skills Required:
• In-depth knowledge and experience of registrar operations, policies/procedures.
• Strong client service orientation and proven ability to interact/communicate effectively in a diverse community.
• Ability to use data to drive strategy and prioritize initiatives. 
• Ability to explore new technology solutions and make recommendations to improve service delivery.
• Strong leadership, training, and coaching skills
• Understand the importance of the integrity of the student record
• Strong communication, both written and verbal as well as training, facilitation, and presentation skills 
• Excellent organizational and time management

Salary range: $95,078 - $106,880
Paid Leave: 4 Weeks Vacation / 14 Flex Days per year
# of positions: 1
Hours Per Week: 37.5
Posting closing date: March 27, 2024
View a summary of our benefits and perks for salaried employees. A flexible Hybrid work model can be offered for this role in accordance with SAIT guidelines .
About SAIT
 
SAIT is a global leader in applied education. Named one of Alberta’s Top Employers , we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
 
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
 
Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about EDI at SAIT . 
At SAIT, we understand that experience comes in many forms. We’re dedicated to adding diverse perspectives to SAIT - so if your experience is close to what we’re looking for, please consider applying.
SAIT is committed to supporting persons with disabilities throughout the recruitment process. We will work with applicants to provide accommodations upon request to the Talent Advisor.  
 
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SAIT has been made aware of individuals or organizations posing as SAIT using false postings to attract job seekers and collect personal information. Please be aware that SAIT will never request sensitive personal information beyond what is required for an application.
 
Career opportunities at SAIT will always be posted on the SAIT career site and we encourage applicants to only apply directly through there. When your application is completed you will receive an email confirmation, if you did not receive one please check your junk mail or try applying through the SAIT career page again.
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