Coordinator of Enrollment Operations
Reports to: Associate Director of Student Services
FLSA Status: Non-Exempt (Level 14)
This position will be open until filled. Applications will be reviewed after Sunday, July 21, 2024.
- This position has been approved for a flexible work option arrangement. Flexible work options can be ended at any time by the College, Cabinet, and/or supervisors based on employee performance and/or as institutional needs change.
**This position has college-wide responsibilities and requires travel between all campuses and off-site locations. The primary office location is the Blue Bell campus. Evenings and weekends required.
***This position requires the PA Child Abuse, PA State Police, and FBI Fingerprinting clearances prior to the first day.
Basic Purpose
Primarily responsible for oversight of processing handled by the Enrollment Processing Center. This position has responsibility for assisting other Enrollment Service staff as needed to ensure College standards are satisfied. Create a work environment that strives for continuous improvement and staff involvement. This position includes evening administrative coverage responsibilities for Enrollment Services Area. Saturdays as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Hire, supervise and evaluate support staff to ensure quality service to students is provided. Foster an environment of a student focused culture. Establish and adhere to staff coaching schedule to include staff observation, quality review and goal setting for improved performance. Coach and develop team members by providing consistent support and direction that emphasizes the importance of service and develops skills that lead to overall success. Responsible for staff scheduling, attendance tracking and coordinating with other areas for departmental coverage. Work with training staff to ensure training is provided as needed.
- Oversee Enrollment Services processing including new student applications, payments, email responses, transcript requests, student record demographic changes, and document scanning. Maintain up to date processing schedule, establish a quality review process, work with staff and process owners to develop, implement and update process and procedure changes, and consistently look for process improvements. Daily oversight of workloads to include adjusting appropriately. Contributes to the implementation of new processes and modification of existing processes by testing, evaluating, monitoring and documenting the service impact.
- Coordinate special registration programs and processes, including (but not limited to): Dual Admissions, Dual Enrollment, waitlist processing and registrations for multiple special programs at the College. Collaborative working relationship with process owners to ensure timely and effective processing and service standards being met.
- Evaluate existing processes and provide documentation with process mapping and detailed instructions. Identify any trends from review of data and make appropriate recommendations for changes to be proactive with enhanced communication or education for students. Prepare process reports for Leadership team to include process assessments, volume and recommendations of innovative and technical solutions to improve operational effectiveness with focus on impact to service provided to the student.
- Point of contact for escalated student issues for Enrollment Services Department. Research, identify solutions and resolve satisfactorily with student. Based on findings, look for opportunities to improve process. Will be administrator on duty for evenings and responsible for handling any challenging student or visitor issues, facility problems, or other escalated matters that may arise. Work with staff in other departments to resolve and notify leadership team when warranted.
- Has college-wide responsibilities and requires travel between all campuses and off-site locations. Requires evening and some weekend hours. Serve on division and college committees. Performs other duties as assigned.
EDUCATION/TRAINING/WORK EXPERIENCE
- Bachelor’s Degree required.
- 2 years of Higher Education Experience (Community College experience preferred)
- Minimum of 3 years supervisory experience preferred
- 2 years of Processing experience with system optimization work preferred
- 2 years of Call Center experience preferred
SPECIALIZED KNOWLEDGE & SKILLS:
- Understanding of Community College philosophy, practice and population
- Excellent written and oral communication skills; highly organized
- Advanced skills in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
- Familiarity with records/registration systems (Colleague preferred)
- Customer service experience
Montgomery County Community College is committed to assuring equal opportunity to all persons and does not discriminate on the basis of race, color, religion, religious creed, sex (including pregnancy), ancestry, national origin, age (40 or older), affectional or sexual orientation, genetic information, gender identity, gender presentation, veteran’s status, marital status or disability in its educational programs, activities, or employment practices as required by Title IX of the Educational Amendment of 1972, section 504 of the Rehabilitation Act of 1973, and other applicable statutes. Inquiries concerning Title IX relating to equal opportunity on the basis of sex should be referred to: Title IX Coordinator, Mikiba W. Morehead, Ed.D., TNG, LLC, at titleixcoordinator@mc3.edu. All other equal opportunity inquiries, including those based upon disability, should be referred to: The Director of Equity, Diversity & Belonging, at 504@mc3.edu or 215-619-7383.