Section Supervisor - Call Center Support & Recruitment

Lubbock

41198BR

University Student Housing

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

Supervision

• Directly supervise one full-time Section Coordinator and a team of Student Ambassadors responsible for frontline customer service, housing tours, and customer interactions.
• Oversee ambassador scheduling to ensure consistent coverage across the Call Center System, on housing tours, and at events.
• Provide ongoing coaching, performance evaluations, and professional development opportunities for assigned staff.
• Ensure adherence to departmental policies, communication standards, and service expectations.

• Oversee the operations of the Customer Information Center, ensuring an organized, welcoming, and professional environment.
• Manage the intake and triage of inquiries received through phone, email, chat, and in-person visits, ensuring timely, effective, and accurate responses.
• Maintain current documentation and ensure that staff are trained in policy and procedural updates impacting service delivery.
• Implement and monitor customer service assessment tools to evaluate and improve the student and parent experience.
• Analyze feedback trends to recommend improvements to frontline services and support strategies.

• Manage the intake, processing, and documentation of housing exemption requests, registration, housing holds, and contract deferrals.
• Ensure all student records are accurately updated and monitored for resolution in alignment with departmental policies and university requirements.
• Collaborate with university partners, including Enrollment Management, Orientation Services, and Student Disability Services, to support student needs and ensure compliance.

• Serve as a key representative of University Student Housing, ensuring timely, accurate, and student-centered communication and service.
• Assist with departmental events, presentations, and outreach activities for prospective and current students.
• Represent the unit on departmental committees and collaborate on special projects as assigned by leadership.
• Promote a culture of service excellence through consistent engagement with stakeholders and a proactive approach to student support.

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.

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

Job Type

Full Time

Pay Basis

Hourly

Minimum Hire Rate

19.97

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

Up to 25%

Shift

Day

Schedule Details

M-F: 8am-5pm; conference travel as needed, move in weekend

Grant Funded?

No

Job Group

Office and Admn Wkrs All Other

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.