• Section Supervisor

    Texas Tech University (Lubbock, TX)


    42308BR

    Extended Job Title:

    Section Supervisor

    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.

    Requisition ID:

    42308BR

    Optional Attachments:

    Recommendation/Referral

    Travel Required:

    None

    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.

     

    Grant Funded?:

     

    No

    Pay Basis:

    Hourly

    Schedule Details:

    Monday through Friday 8am - 5pm some overtime required

    Work Location:

    Lubbock

    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

    Department:

    Student Business Services

    Required Attachments:

    Professional/Personal References, Resume / CV

    Job Type:

    Full Time

    Shift:

    Day

    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.

     

    Does this position work in a research laboratory?:

     

    No

    Safety Information:

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

    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.

    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.

    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.

    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