Director of Marketing, Telephony Strategy

National Louis University - Chicago, IL

Full-time - Director

Chicago, IL

Educational Services

About the position

The Director of Marketing-Telephony Strategy at National Louis University will enhance outreach performance to prospective students through effective telephony strategies. This role involves bridging enrollment and marketing efforts, training enrollment teams, analyzing telephony metrics, and supervising a team responsible for initial student inquiries. The director will also implement a quality assurance program to ensure responsiveness and effective communication.

Responsibilities

• Owns and implements overall telephony strategy for enrollment and marketing departments.
• Establish and manage phone queues, inbound and outbound dial, talk time, and response time to inquiries.
• Create and execute key performance indicators and reporting metrics, monitoring and analyzing data as needed.
• Enhance call center performance in conjunction with enrollment activities and document plans for growth.
• Oversee a quality assurance plan to evaluate service levels to incoming inquiries and provide coaching and feedback to the team.
• Collaborate with other departments to align call center operations with university objectives.

Requirements

• Bachelor's Degree in Marketing, Business, Analytics or related field.
• Minimum of 3 years of experience in a contact center for inbound and outbound calls.
• Experience with Five9 or similar telephony system.
• Experience leading and managing a fast-paced team to achieve goals and maintain high customer service levels.
• Strong time management skills to prioritize tasks across multiple work-streams.
• Effective communication and collaboration skills, particularly in written communication.

Nice-to-haves

• Experience in higher education marketing or enrollment management.
• Familiarity with data analysis and reporting tools.

Benefits

• Health Insurance benefits
• Retirement benefits
• Paid Time Off
• Educational Benefits