IT Analyst 1 - Call Center Assistant Manager

Louisiana State University

6d

About The Position

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.

Requirements

• Bachelor's Degree and one (1) year of experience.
• Supervisory experience; experience with customer service in a hotline call center.
• Proficient in Microsoft Office.
• Excellent analytical and verbal/written skills, as well as attention to detail and follow-up.
• Flexible and adaptable to changing environment and new types of work.
• 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.

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 Assistant Managers, 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%)

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees