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    Call Center Manager - Baton Rouge, United States - Louisiana State University

    Louisiana State University
    Louisiana State University Baton Rouge, United States

    4 weeks ago

    Default job background
    Description

    All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated).


    If you close the browser or exit your application prior to submitting, the application progress will be saved as a draft.

    You will be able to access and complete the application through "My Draft Applications" located on your Candidate Home page.


    Job Posting Title:

    Call Center Manager (IT Analyst 3)


    Position Type:

    Professional / Unclassified


    Department:

    LSUAM ORED - SPI - NISC - NCDF - Operations (Heather Chapman Acord


    Work Location:

    0355 William P. Johnston Hall - Office


    Pay Grade:

    Professional


    Job Description:


    The Call Center Manager (ITA III) position's primary purpose is to supervise day-to-day operations of all hotlines at the NCDF.

    Ensure all technical aspects of each hotline are functioning properly. Supervise full-time Assistant Managers to verify that each of their respective hotline duties are being performed properly. Delegate and assign appropriate tasks to staff members. Answer escalated/overflow calls, edit and approve fraud complaints, and oversee all employees' time and attendance. This position is not eligible for remote work.

    Job Responsibilities:

    Supervise day-to-day operations of all Inspector General fraud hotlines housed at the National InterAgency Support Center.

    Supervise assistant managers to verify that each of their respective hotlines are fully functional and all day-to-day assignments are completed according to agency standards.

    Ensure all technical aspects of each hotline are functioning properly. Delegate and assign appropriate tasks to staff members. (70%)

    Edit / Approve incoming fraud complaints. (10%)

    Compile data analytics and edit reports for partner federal agencies. (10%)

    Answering escalated / overflow calls. (5%)

    Other duties as assigned. (5%)

    Minimum Qualifications:

    Bachelor's Degree and two (2) years of experience related to major responsibilities; supervisory experience; experience with customer service and in a hot line call center

    Preferred Qualifications:


    Ability to work both independently and as part of a team; ability to interact well with a broad range of individuals; experience in applying good judgment.

    Special / Physical Qualifications:

    Must have the ability to pass a federal background check.

    May be required to be on-call or work holiday and/or weekends, or during emergency situations such as hurricanes or other natural disasters per University Policy Statement 18.

    Availability to work full-time in either a day or afternoon/evening shift as per call center need. Call Center Manager shifts include 6am - 2:30pm, 8am - 4:30pm and 10:30am - 7pm. Position is not available for remote work.

    Physical Demands:


    Physical ability and eye-hand coordination necessary to use a computer terminal, copier, telephone and other standard office equipment; ability to sit in the same position for extended periods (5.5+ hours a day) at a time using continuous hand motions when entering data into the computer system.


    Additional Job Description:

    Special Instructions:

    Please provide cover letter, resume and three (3) professional references including name, title, phone number and e-mail address.

    Please attach ALL required documents under the "Resume/CV" section of your application.

    A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required prior to hire.

    Due to the nature of the position and/or position responsibilities this position shall be subject to pre-employment screenings.

    This position may be required to report to campus in times of emergency and / or closure per PS-18.

    For questions or concerns related to updating your application with attachments (e

    g, resumes, RS:
    17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at or email
    For questions or concerns regarding the status of your application or salary ranges, please contact Heather Acord at


    Posting Date:

    February 21, 2024


    Closing Date (Open Until Filled if No Date Specified):

    Additional Position Information:

    Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.

    Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more


    Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University's partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance.

    Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.


    Essential Position (Y/N):

    Y


    LSU is an Equal Opportunity Employer and SAME Agency:


    LSU is designated as a State As a Model Employer (SAME) agency and provides assistance to persons needing accommodations or with the accessibility of materials.

    For those seeking such accommodations or assistance related to this search, we encourage you to contact the Office of Human Resource Management ).


    HCM Contact Information:

    For questions or concerns related to updating your application with attachments (e

    g, resumes, RS:
    17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at or email For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.
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