Call Center Assistant Manager

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Job Posting Title:

Call Center Assistant Manager

Position Type:

Professional / Unclassified

Department:

LSUAM ORED – SPI – NISC – NCDF – Ops – Call Center (Natasha Marie Gaines (00051994), Clarissa Herrera (00017984), +1)

Work Location:

0355 William P. Johnston Hall – Office

Pay Grade:

Professional Hourly

Job Description:

This is a professional / unclassified position at the National Center for Disaster Fraud (NCDF), a program within the Stephenson National Center for Security Research and Training (SNCSRT) at LSU. The Call Center Assistant Manager helps to oversee the daily operations and personnel assigned to the call center, under the direction of the Call Center Managers and the Program Director.

Job Responsibilities:

Administers and approves fraud complaints in respective agency databases. Return complaints entered incorrectly to student workers for correction / training. Document common complaint processing errors for future training opportunities. Develop and maintain electronic error tracking system. Test, document, and implement new processes and technologies to be used in the call center. (40%)

Oversees the daily operations and personnel assigned to the call center while collaborating with other Call Center Supervisors, including but not limited to: coaching and developing Call Center Operators, preparing and implementing staffing schedules, performing call audits, handling call escalations and taking calls as needed, processing administrative paperwork, document editing and reporting. Oversees and handles bilingual hotline calls (if applicable). (30%)

Serves as a liaison and first line manager assigned Hotline, primary resource for agency questions/concerns, and provides timely feedback. As well as additional support for all other NCDF hotlines. (15%)

Develop and implement new and ongoing hotline training for Call Center Operators. (5%)

Test, document, and implement new processes and technologies to be used in the call center. (5%)

Other duties as assigned. (5%)

Minimum Qualifications:

Bachelor’s Degree and one (1) year of supervisory experience; experience with customer service and in a hotline call center.

LSU is dedicated to fostering an environment where our employees feel appreciated for their skills and individuality. If a candidate does not meet the minimum qualifications as listed but has substantial experience in the key job responsibilities, we encourage them to apply.

Preferred Qualifications:

Bachelor’s Degree and two (2) years of supervisory experience. Experience in a hotline call center. Bilingual fluency in Spanish and English.

Additional Information:

Availability to work full-time in either a day or afternoon/evening shift as per call center need. Must 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.

Additional Job Description:

Special Instructions:

Please provide a 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 before hiring.

Due to the nature of the position and/or position responsibilities this position shall be subject to pre-employment screenings in accordance with university policies and as RS:17 screenings (https://www.legis.la.gov/legis/Law.aspx?p=y&d=1297548).

For questions or concerns about 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 225-578-8200 or email [email protected].

For questions or concerns regarding the status of your application or salary ranges, please contact Heather Acord at [email protected].

This position may be required to report to campus in times of emergency and / or closure per FASOP HR-01.

Posting Date:

February 19, 2025

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

March 5, 2025

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):

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 ([email protected]).

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 225-578-8200 or email [email protected]. 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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