5+ years of experience
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Employment Type:
Part time
Job Category:
Manager, Enrollment Center
(This job is no longer available)
University of California | Los Angeles, CA
Grad Date

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Job Description

Requisition Number: 30304 Job Title: ADMINISTRATIVE ANALYST, SENIOR, SUPERVISOR Working Title: Manager, Enrollment Center Salary: $4,842 - $9,591 monthly Job Type: Career Department Name: 5715-UNEX-STUDENT AND ALUMNI SERVICES Department Website URL: Job Summary Statement: Under the general direction of the Chief Student Experience Officer, the Manager of the UCLA Extension Enrollment Center oversees continuous improvement of cross-functional processes and develops methods to ensure extraordinary service to all UCLA Extension students and internal/external customers; identifies new potential workflows and technology accelerators that improve the enrollment experience for both students and Enrollment Specialists.

The Manager will recruit, train, coach, mentor, and oversee at least 5 full-time professional Enrollment Specialists (Blank Assistant II), the Concurrent Enrollment and Proctoring Coordinator (SAO II), 3 part-time work-study positions, and seasonal part-time workers who contribute to the processing of 76,000 gross enrollments per year using a Virtual Contact Center (VCC) and a Student Information System housing more than 2 million student records. Ensures team compliance with and regular training in Federal Educational Rights and Privacy Act (FERPA) and Payment Card Industry (PCI) laws and standards. Partners closely with UCLA Extension Registrar to ensure Enrollment Center is compliant with UC and UCLA standards governing enrollment and record keeping.

The Manager is responsible for forecasting staffing needs based on projected traffic volumes and historical data; assigning and shifting daily team work priorities using student/customer traffic data in the Virtual Contact Center (VCC); designing workflows to improve the student/customer experience and team efficiency in collaboration with partner units such as Information Technology Services and Program Services; identifying opportunities for Enrollment Specialists to proactively anticipate and address student needs; developing goals, performance guidelines, and fun/creative non-monetary incentive programs; establishing and managing Enrollment Specialist performance metrics, performance quality, and productivity; and measuring staff performance against established business goals and guidelines. Strong, demonstrated experience in leading, developing, and motivating talent is critical. Experience in overseeing service experiences through diverse channels (e.g., phone, e-mail, chat, SMS) is required.

Additionally, the Manager provides capacity during peak enrollment periods by processing non-fee-based enrollments (e.g., comp enrollments, VA enrollments, and billings/recharges). Collaborates closely with departmental and Extension colleagues to investigate and resolve student complaints and enrollment-related system issues quickly. The Manager will be charged with interpreting business and performance data to propose changes to systems logic, business processes, and UNEX policy, and will prepare regular management reports and analyses. Finally, the Manager will plan, develop, and track the annual Enrollment Center operating budget and will maintain current knowledge of industry trends and benchmarks in enrollment centers, actively driving student/customer-service improvement strategies. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position

12 Records Qualifications Required/Preferred

1. Genuine commitment to servant/connective leadership and helping to develop the next level of leadership within the Enrollment Center. Embed Extension's mission and values throughout all responsibilities with a focus on student success as the guiding principle to inform decision making.


2. Strict adherence to the Federal Educational Rights and Privacy Act (FERPA) laws and compliance with the University's payment card security standards. Comprehensive knowledge of UCLA and Extension enrollment and record-keeping policies and practices. Ability to honor confidentiality and handle confidential/sensitive matters with discretion and tact.


3. Excellent interpersonal, written, and verbal communication skills to ensure direct, effective, respectful, and cooperative interactions with diverse groups of people, including students, instructors, senior-level administrators, staff, campus department personnel, and the public. Experience and comfort with public speaking. Exceptional negotiation and relationship-building skills. Ability to communicate complex processes and data to internal and external stakeholders in a manner that is clear, compelling, and easy to understand.


4. Ability to demonstrate a high degree of proficiency, knowledge, commitment, compliance, and expertise of UCLA Extension's academic and administrative policies and procedures and to interpret those policies/procedures accurately and thoroughly. Keen understanding of the potential implications when approving/denying exceptions to enrollment policy and when developing recommendations for policy and process changes.


5. Ability to demonstrate transparency, openness, responsible risk taking, and innovative thought. Commitment to collaboration, partnership, negotiation, and shared success. Keen understanding of the characteristics and challenges of adult learners studying online and on campus; empathetic service instincts. Ability to successfully balance responsibility to the institution with responsibility to students/alumni.


6. Demonstrated analytical skills to interpret data, identify trends, and anticipate impacts of proposals on policy and practices. Analytical skills for independent judgment and creative approaches to problem resolution. Positive contribution to a healthy, celebratory, and fun work environment; sound judgment; professional maturity.


7. Demonstrated ability to advise, facilitate, problem solve, and to work effectively and diplomatically under time pressures, frequent interruptions, and distractions in a fast-paced environment; excellent self-management with an exceptional work ethic; skill in working under conditions of fluctuating workloads while maintaining high degree of accuracy and meetings deadlines and commitments. Model exceptional work ethic and the ability to own mistakes, absorb thoughtful constructive feedback, and embrace organizational change.


8. Deep knowledge of personnel management (hiring and supervision) at the managerial level; make hiring decisions, conduct performance appraisals and counseling/coaching sessions, and implement corrective actions. Experience supervising employees represented by a Bargaining Unit.


9. Demonstrated skill in all facets of financial analysis, planning, administration, and control. Ability to identify expense trends to forecast budget planning and analyze unit financial activity in compliance with university policies and procedures. Sound fiscal stewardship.


10. Demonstrated expertise in using service technology accelerators such as live chat platforms, CRM systems, student information systems, and automated phone systems, plus Microsoft Office products such as Outlook, Word, PowerPoint, and Excel.

Can be trained

11. Experience in establishing service standards and outcomes, setting and tracking metrics, and preparing related reports. Ability to utilize data analytics, benchmarking, and industry best practices to recommend opportunities for organizational enhancements and efficiencies without sacrificing exceptional service.


12. Minimum of 3 to 5 years of progressively responsible, related professional experience in a college/academic environment. Bachelor's degree required, or an equivalent combination of relevant education and work experience.

Required Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 05-29-2019 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=76277 Special Instructions: Contact information: Number of Positions: Special Employment Designations/ Requirements Per UC Policy Conflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation. Driving Record: N/A E-Verify Check:

Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

More Information No Response CANRA:

Is this position designated as a mandatory reporter under CANRA? No Other Special Employment Requirements: Age Requirement: Applicants must be 18 years or older to be eligible to be hired. Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.

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