Manager, Lead Engagement Team - FIU Online

Florida International University is a top public university that drives real talent and innovation in Miami and globally. Very high research (R1) activity and high social mobility come together at FIU to uplift and accelerate learner success in a global city by focusing in the areas of environment, health, innovation, and justice. Today, FIU has two campuses and multiple centers. FIU serves a diverse student body of more than 56,000 and 290,000 Panther alumni. U.S. News and World Report places dozens of FIU programs among the best in the nation, including international business at No. 2. Washington Monthly Magazine ranks FIU among the top 20 public universities contributing to the public good.

Oversees the FIU Online lead call center employees, engagement with the prospective learner lead pipeline, and their interactions with prospective FIU digital learners. Leverages available dashboards, the Team Manager consistently delivers best-in-education experiences for potential learners from the initial point of contact and lead status through the lead engagement stage to the point of handoff to the Prospective Learner Coaching team. The Team Manager is responsible for the day-to-day activities and performance of the Lead Engagement Team college recruiters, including management of inbound and outbound calls, departmental inbox management, chat, engagement platforms, and time trade appointments. The Team Manager provides outstanding leadership to support the Leads Team performance in alignment with the business unit's role as the university's Online Program Experience (OPX) driver.

• Provides leadership and direction to the FIU Online Lead Engagement Team, ensuring that daily performance within the call center aligns with the goals for outstanding digital learner experiences from each learner's point of initial contact with the university through to the point of application.
• Supervises each employee on the Lead Engagement Team, providing coaching, mentoring, and proactive management based on KPIs established for the unit. Establishes and holds team members accountable to metric-driven performance expectations.
• Oversees scheduling and staffing to assure adequate coverage during peak hours, appropriate institutional response times for lead inquiries, and engagement with leads derived from specified marketing campaigns.
• Assures Lead Engagement Team members provide excellent prospective learner service and handles escalated complaints or issues, quickly seeking resolutions.
• Trains new Lead Engagement Team members on technologies, program information, service expectations, and unit operations in alignment with the OPX goals. Provides ongoing training and development opportunities for existing team members.
• Develops and implements contingency plans for handling high-volume or peak periods, assuring exceptional service and operational efficiency across the academic calendar cycle.
• Ensures compliance with institutional policies and applicable regulations regarding handling of personally identifiable information (PII) and FERPA-protected information.
• Collaborates with Online Student Services leadership and other FIU Online team members to continuously innovate lead engagement business processes and advance the digital learner experience at the lead stage.
• Develops Lead Engagement Team members for success in their current roles and in preparation for the next steps in their career paths.
• Supervises recruiting events and promotional activities in both virtual and in-person environments such as call-a-thons, information sessions, open houses, and so on.

Bachelor's degree and 6 years of relevant experience or Master's degree and 5 years of relevant experience

• Demonstrated experience in leadership of fast-paced, service-oriented operations.
• Experience working with students in higher education.
• Experience working with a CRM (Salesforce).
• Knowledge and experience utilizing a computer-based telephone system.
• Knowledge and/or experience with academic procedures and regulations, including admissions processes.

Administrative

$55,000 - $60,000

Begin time: 9:00 AM
End time: 5:30 PM

Criminal Background Check

• Ability to work evenings and weekends.
• Ability to work flexible hours as needed.
• Ability to travel locally

Prospective Employee

If you have not created a registered account, you will be asked to create a username and password for use of the system. It is recommended that you provide an active/valid e-mail account as that will be the main source of communication regarding your status within the process. In this account, you are able to track your applicant status in "My Applications". 

To be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position and be in good performance standing.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume/curriculum vitae into one attachment.  Attached documents should be in Microsoft Word or PDF format. All applicants are required to complete the online application including work history and educational details (if applicable), even when attaching a resume.

*This posting will close at 12:00 am of the close date.

Current Employee

As a current employee, you must log into Employee Self Service (ESS) to apply for this and any other internal career opportunity of interest. In this account, you are able to track your applicant status in "My Applications". 

To be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position and be in good performance standing.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume/ curriculum vitae, cover letter or any other documents within the application process.  It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.

*This posting will close at 12:00 am of the close date.

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act , the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/ .
To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of other employees or applicants as a part of  their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

FIU is a member of the State University System of Florida and an Equal Opportunity, Equal Access, Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.