Manager, Lead Engagement Team – Fiu Online (531914)

Florida International University is classified by Carnegie as a R1: Doctoral Universities - Highest Research Activity and recognized as a Carnegie engaged university. It is a public research university withcolleges and schools that offers 196 bachelor’s, master’s and doctoral programs in fields such as engineering, computer science, international relations, architecture, law and medicine. As one of South Florida’s anchor institutions, FIU contributes almost $9 billion each year to the local economy. FIU is Worlds Ahead in finding solutions to the most challenging problems of our time. FIU emphasizes research as a major component of its mission. FIU has awarded more than 220,000 degrees and enrolls more than 54,000 students in two campuses and three centers including FIU Downtown on Brickell, FIU@I-75, and the Miami Beach Urban Studios.FIU’s Medina Aquarius Program houses the Aquarius Reef Base, a unique underwater research facility in the Florida Keys. FIU also supports artistic and cultural engagement through its three museums:Patricia & Phillip Frost Art Museum, theWolfsonian-FIU, and theJewish Museum of Florida-FIU. FIU is a member ofConference USA and more than 400 student-athletes participating in 18 sports. For more information about FIU, visithttp://www.fiu.edu/.

Manager, Lead Engagement Team – FIU Online (531914)

Job Summary:

Oversees the FIU Online lead call center employees, engagement with the prospective learner lead pipeline, and their interactions with prospective FIU digital learners. Leverages available dashboards, the Team Manager consistently delivers best-in-education experiences for potential learners from the initial point of contact and lead status through the Lead Engagement stage to the point of handoff to the Prospective Learner Coaching team. The Team Manager is responsible for the day-to-day activities and performance of the Lead Engagement Team college recruiters, including management of inbound and outbound calls, departmental inbox management, chat, engagement platforms, and time trade appointments. The Team Manager provides outstanding leadership to support the Leads Team performance in alignment with the business unit's role as the university's Online Program Experience (OPX) driver.

• Provides leadership and direction to the FIU OnlineLead Engagement Team, ensuring that daily performance within the call center aligns with the goals for outstanding digital learner experiences from each learner's point of initial contact with the university through to the point of application.
• Supervises each employee on the Lead Engagement Team, providing coaching, mentoring, and proactive management based on KPIs established for the unit. Establishes and holds team members accountable to metric-driven performance expectations.
• Oversees scheduling and staffing to assure adequate coverage during peak hours, appropriate institutional response times for lead inquiries, and engagement with leads derived from specified marketing campaigns.
• Assures Lead Engagement Team members provide excellent prospective learner service and handles escalated complaints or issues, quickly seeking resolutions.
• Trains new Lead Engagement Team members on technologies, program information, service expectations, and unit operations in alignment with the OPX goals. Provides ongoing training and development opportunities for existing team members.
• Develops and implements contingency plans for handling high-volume or peak periods, assuring exceptional service and operational efficiency across the academic calendar cycle.
• Ensures compliance with institutional policies and applicable regulations regarding handling of personally identifiable information (PII) and FERPA-protected information.
• Collaborates with Online Student Services leadership and other FIU Online team members to continuously innovate Lead Engagement business processes and advance the digital learner experience at the lead stage.
• Develops Lead Engagement Team members for success in their current roles and in preparation for the next steps in their career paths.
• Supervises recruiting events and promotional activities in both virtual and in-person environments such as call-a-thons, information sessions, open houses, and so on.

Minimum Qualifications:

Bachelor's degree and 6 years of relevant experience or master’s degree and 5 years of relevant experience

Desired Qualifications:

• Demonstrated experience in leadership of fast-paced, service-oriented operations.
• Experience working with students in higher education.
• Experience working with a CRM (Salesforce).
• Knowledge and experience utilizing a computer-based telephone system.
• Knowledge and/or experience with academic procedures and regulations, including admissions processes.

Salary: $55,000 - $60,000

Work Schedule:

Begin time: 9:00 AM
End time: 5:30 PM

Pre-Employment Requirements:

Criminal Background Check

Other Information:

• Ability to work evenings and weekends.
• Ability to work flexible hours as needed.
• Ability to travel locally

For further information or to apply, please visit careers.fiu.edu and reference Job Opening ID #531914. 

Florida Statute 1010.35 - Screening Foreign Researchers

Pursuant to Florida law, any citizen of a foreign county who is not a permanent resident of the U.S., or who is a citizen or permanent resident but is affiliated with or has had at least 1 year of employment or training in China, Russia, Iran, North Korea, Cuba, Venezuela, or Syria is subject to additional screening. Applicants meeting those criteria will be required to provide the following information in the application: every institution of higher education attended; all previous employment since the applicant’s 18th birthday; list of all published material, current and pending research funding from any source, including details about the research, your role, funding source, and amount; list and description of any non-university professional activities; any affiliation with an institution or program in a foreign country; a complete copy of your passport; the most recently submitted DS-160 (Online Nonimmigrant Visa Application).

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/.
To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

FIU is a member of the State University System of Florida and an Equal Opportunity, Equal Access Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.