Program Assistant Director, Training, Communications Center at The University of Texas at Arlington in Arlington, Texas

Job Description:

Posting Number:

S05839P

Position Title:

Program Assistant Director, Training, Communications Center

UTSystem Title:

Program Assistant Director, Training, Communications Center

Department:

Financial Aid

Location:

Arlington

Job Family:

Administrative Support

Position Status:

Full-time

Work Hours:

Standard

Work Schedule:

Monday through Friday 8:00am - 5:00pm

Open to:

External and Internal

Salary:

Salary is commensurate based on qualifications and relevant experience up to $54,000.

Duration:

Funding expected to continue

Pay Basis:

Monthly

Benefits Eligible:

Yes

Benefits at UTA:

We are proud to offer a comprehensive benefits package to all our employees at the University.


https://www.uta.edu/hr/employee-benefits



To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:


https://resources.uta.edu/hr/services/records/compensation-tools.php

University Information:

The University of Texas at Arlington is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 "Very High Research Activity" institution. UTA ranks No. 4 nationally in Military Times' annual "Best for Vets: Colleges" list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA's $22.2 billion annual economic impact on Texas.


Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at
https://www.uta.edu/administration/president/strategic-plan/rise100. The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.

Job Summary:

Responsible for on-boarding and training of new hires, creating and delivering continuous training to front line staff to ensure consistency and accuracy in information provided and improve performance. Provide superior customer support and holistic problem solving/resolution. This position is expected to troubleshoot student issues and train staff on how to resolve complex issues that may cross over several departments. Must collaborate and communicate with campus partners consistently such as Financial Aid, Student Accounts, Records & Registrar and Admissions. This position requires extensive call center/contact training, curriculum development, and decision making. Manage all department trainings including but not limited to Compliance trainings, campus partner trainings, any other required trainings.

Essential Duties and Responsibilities:

• Plan, schedule and design training and onboarding of new hires on policies and procedures, including best call handling techniques/practices.


• Develop and maintain training materials and timelines, worksheets, templates, reports, etc.


• Monitor new employees' knowledge after training and determine if follow up/additional training is required.


• Conduct call monitoring observations for all new hires and provide individual coaching on progress and performance.


• Utilize established curriculum and assist in developing new educational materials for staff.


• Effectively manage training environment by creating and fostering a collaborative workspace. Be the subject matter expert.


• Maintain perspective on system functionality, call flows, quality assurance, challenges, and opportunities.


• Collaborate with campus partners to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies.


• Perform work in ways that contribute to the university's successful achievement of enrollment goals.


• Foster a positive working environment that honors the UTA Principles of Community and leads to healthy levels of productivity and contributes to UTA being increasingly known as a great place to work.


• Other duties as assigned.

Minimum Qualifications:

• Associate degree with three (3) years experience in a leadership role.

Preferred Qualifications:

• Bachelor Degree.


• Minimum of three (3) years supervisory experience in higher education, including corrective coaching, new hire and employee training, and staff development.


• Minimum of three (3) years of contact center experience specifically related to escalations and problem solving.

Knowledge, Skills and Abilities:

• Must have excellent written and oral communication skills.


• Experience/knowledge working with an integrated student information system such as PeopleSoft (or learn within 6 months of hire).


• Ability to use various office equipment, contact center software, copier, and laser/fax/copier.


• Basic knowledge of various MS Office software products such as Outlook, Word, and Excel.

CBC Requirement:

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

EEO Statement:

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University's compliance with this policy.

ADA Accommodations:

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email
ADADocs@uta.edu.

Number of Vacancies:

1

Minimum Number of References Required:

3

Maximum Number of References Accepted:

3

Special Instructions to Applicants:

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

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