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Enrollment Contact Center Team Lead

Apply now Job no: 502254
Position Type: Staff
Location: Dedham, MA Campus
Categories: Enrollment Management

About Northeastern:

Founded in 1898, Northeastern is a global research university and a world leader in experiential learning. The same commitment to connecting with the world drives our use-inspired research enterprise. The university offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools. Our campuses in Charlotte, N.C., San Francisco, Seattle, and Toronto are regional platforms for undergraduate and graduate learning and collaborative research. Northeastern pursues advanced research in security and materials at the Innovation Campus in Burlington, Massachusetts, and in coastal sustainability at the Marine Science Center in Nahant, Massachusetts.

About the Opportunity:

The Team Lead – Operations of the Enrollment Management Contact Center is responsible for assisting the Senior Assistant Director in overseeing a team of Enrollment Contact Representatives. The individuals in this role will have a strong focus on customer service and process development. Major responsibilities include responding to interactions, providing customer service, including handling escalated inquiries, monitoring and scoring recorded calls for the Enrollment Management Contact Center Staff and providing related feedback, prioritize tasks and tracking and reporting call trends. Other responsibilities include identifying training needs and, mentoring team members. This position will be a main point of contact for Student Finances Services, College of Professional Studies and Admissions. As such, the Team Lead – Operations will be the liaison for each respective area and be responsible for staying current with all changes; ensuring communication is disseminated to appropriate personnel and resolving problematic issues in a timely manner. 


Responsibilities will include, providing common call trends, making recommendations for proactive callout campaigns and make suggestions for improvement based on customer feedback. The role of the Team Lead – Operations is to provide operational, procedural and product support to the Contact Center representatives, while projecting a positive image and fostering a respectful team environment. On a regular basis, responds to customer inquiries. This position is responsible for expediting sensitive operational issues and will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. The Team Lead – Operations works with management teams of College of Professional Studies, Telephone Services, Admissions, and Student Financial Services to ensure effective daily operations.




Minimum of Bachelor's Degree is required. This position will require excellent interpersonal, time management and communication skills. 3-5 years' experience in the Enrollment Management Contact Center or equivalent is essential. The candidate will have a positive approach, the ability to work in a fast paced environment, demonstrated leadership ability, works with minimal supervision and a self-starter attitude. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential. Must be willing to work in a metrics driven environment and possess technical knowledge of various systems such as Sungard Banner, PowerFAIDS, SalesForce, AdmitWare, CashNet, Apply Yourself, SharePoint, Microsoft Office Suite and Interactive Intelligence applications. This position is housed on the Dedham campus.

Salary Grade:


Additional Information:

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see

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