Job Title
Assistant Director - Call Center/Communications
Department
MT One Stop
Salary
$59,724 - $74,355; commensurate with experience
Job Summary/Basic Function
Serves as a direct report to the Associate Director MT One Stop. Provides leadership and management for the in-house call center handling more than 35,000 calls per year. Recruits, hires, trains, supervises and evaluates for 4 call center agents including the management of temporary staff during peak times of the semester. Develops training modules for initial and on-going training and development. Investigates and resolves escalations that arise from students, parents, or university staff, assigns follow-up to staff as needed; determines call center operational strategies through data analysis, conducting needs assessments, capacity planning, and establishing efficiency and customer service standards. Develops and implements quality assurance programs, training, and monitoring staff performance. Serves as the primary contact, trainer, and liaison to a contracted third-party call center (currently Ed America). Handles all call escalations and issues from that call center and follows up with student requests from them. Uses knowledge across multiple areas of Enrollment Management that include: Admissions, Financial Aid, Scheduling, Records, and Bursar's Office. Assists MT One Stop coordinators when other leadership is not present, serve as backup supervisor in that area. Develop and execute communication plan pertinent to the MT One Stop model, to include texting/call/email campaigns. Perform other related tasks and special projects as assigned. Provides regular reports of call activity, escalations, types of calls, and volume to the Director for use by the AVP and VP.
Required Education
Bachelor's degree in communications, business, media relations, psychology, education, or related field required.
Required Related Experience
Three (3) years professional, progressively responsible experience in advising, admissions, financial aid, student records, customer service or a related area with increasing responsibilities in a higher education setting with one of the total three years to include supervisory experience.
Desirable Related Experience
Four years progressively responsible experience in an enrollment management area i.e. Admissions, One Stop, Registrar, Scheduling, Customer service or related area including prior supervisory experience. Experience in a call center.
Documents Needed to Apply
Cover Letter & Resume Required
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MTSU offers a comprehensive benefits package, including but not limited to the following:
- Sick Leave
- Vacation Leave for Administrative/Classified Staff/12-month Faculty
- 13 paid University holidays
- Medical, dental, vision, and life insurance
- Retirement plans
- Optional 401K and 403B Deferred Compensation Plans
- Educational benefits for the employee and their spouse and dependents
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MTSU is an equal opportunity employer. All qualified individuals are encouraged to apply.
Proof of U.S. citizenship or eligibility for U.S. employment is required before employment (Immigration Control Act of 1986). Clery Act crime statistics for MTSU are available at https://police.mtsu.edu/annual-security-report/ or by contacting MTSU Public Safety at (615) 898-2424.
MTSU is a Tobacco & Drug-Free campus.
This position requires a criminal background check. Therefore, you will be required to provide information about your criminal history to be considered.
For individuals requiring reasonable accommodation to apply: In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation to apply for a position with MTSU, please call 615-898-2929 or email emp@mtsu.edu.
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Application Review Date: January 21, 2026
