Section Supervisor

Lubbock

42308BR

Student Business Services

Position Description

Supervises a section in a department that has institutional oversight responsibilities; coordinates activities of personnel and procedures to carry out departmental objectives according to established policies and procedures.

About the University

Established in 1923, Texas Tech University is a Carnegie R1 (very high research activity) Doctoral/Research-Extensive, Hispanic Serving, and state-assisted institution. Located on a beautiful 1,850-acre campus in Lubbock, a city in West Texas with a growing metropolitan-area population of over 300,000, the university enrolls over 40,000 students with 33,000 undergraduate and 7,000 graduate students. As the primary research institution in the western two-thirds of the state, Texas Tech University is home to 10 colleges, the Schools of Law and Veterinary Medicine, and the Graduate School. The flagship of the Texas Tech University System, Texas Tech is dedicated to student success by preparing learners to be ethical leaders for a diverse and globally competitive workforce. It is committed to enhancing the cultural and economic development of the state, nation, and world.
About Lubbock:Referred to as the "Hub City" because it serves as the educational, cultural, economic, and health care hub of the South Plains region, Lubbock boasts a diverse population and a strong connection to community, history, and land. With a mild climate, highly rated public schools, and a low cost of living, Lubbock is a family-friendly community that is ranked as one of the best places to live in Texas. Lubbock is home to a celebrated and ever-evolving music scene, a vibrant arts community, and is within driving distance of Dallas, Austin, Santa Fe, and other major metropolitan cities. Lubbock's Convention & Visitors Bureau provides a comprehensive overview of the Lubbock community and its resources, programs, events, and histories.

Major/Essential Functions

1. Supervise Call Center Operations and Staffing
Oversee the day-to-day operations of the SBS Call Center, ensuring appropriate staffing levels, operational efficiency, and staff support to maintain high quality customer service.

2. Manage Customer Issue Resolution & Escalations
Respond to escalated student account inquiries and billing complaints by reviewing relevant information, determining root causes, and implementing appropriate resolutions. Refer unresolved cases to designated departments or leadership.

3. Coordinate Outbound Communication Campaigns
Oversee outbound call campaigns using Call 'Em All and direct calls, including those related to enrollment cancellations or targeted outreach efforts, ensuring timely and accurate messaging.

4. Communicate Trends & Service Issues
Track and document customer interactions, inquiries, and complaints. Communicate significant or recurring issues to the Manager of Customer Service to support process improvements.

5. Monitor and Optimize Service Flows
Coordinate and manage call volume by utilizing the call center software & TeamDynamix particularly during peak periods to ensure timely and effective service to students, parents & staff.

6. Support Departmental Initiatives and Special Projects
Contribute to departmental initiatives and continuous improvement by performing additional duties as assigned and assisting in special projects as needed.

Required Qualifications

Bachelor's degree in job related field plus three years experience related to the assigned area; OR a combination of education and/or related experience to equal seven years.

Preferred Qualifications

• Exceptional customer service skills.
• Outstanding written and verbal communication skills.
• Strong problem-solving skills and ability to 'think outside the box.'
• Intermediate knowledge of computers including the Microsoft Office Suite.
• History of working with customer accounts or banking industry experience.
• Experience in working in a call center environment.
• Familiarity with the Banner Student Module

Safety Information

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

Does this position work in a research laboratory?

No

Required Attachments

Professional/Personal References, Resume / CV

Optional Attachments

Recommendation/Referral

Job Type

Full Time

Pay Basis

Hourly

Job Family

Organizational Administration

Job Sub Family

Customer Service

Annualized Pay Range

$36,800 - $47,800 - $58,900

Hourly Pay Range

$17.69 - $22.98 - $28.32

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan by visiting www.depts.ttu.edu/hr/payplan.

Travel Required

None

Shift

Day

Schedule Details

Monday through Friday 8am - 5pm some overtime required

Grant Funded?

No

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.