Located 45 minutes from the Nations Capital, nestled in a history-rich community of southern Maryland, The College of Southern Maryland (CSM) has been twice named in the top 150 community colleges by the Aspen Institute with academic programs in over 100 disciplines. CSM is among Americas top 100 producers of Minority associate degrees in twenty categories, according to Diverse Issues in Higher Education.  CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer; college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break.  We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs.

The hiring salary for this position will be from the min to mid-point of the salary range.

The Student Engagement/Hawk Hub Manager oversees aspects of the Hawk Hub/Contact Center at all campuses and supports the colleges advanced level of engagement for new and returning students, and the community. The individual in this position coordinates functions including the contact center which serves both areas of STE and Academic Advising and Career Services. This includes utilizing the college resources and referring students to appropriate departments and services. The Manager supports special programs designed to assist students in their overall success.  In addition, the individual in this position collaborates with all college personnel to ensure that the information needs of constituents are met and works with college partners to ensure consistent engagement and completion messaging for our students and community members. The Manager reports to and works closely with the STE Coordinator.  

Reports to: Student Engagement Coordinator

35 % Relationship Building and Management

• Provides training to temporary workers, student workers, and permanent staff in the STE/Advising and Career Services (ACS) Contact Center on triaging students, scheduling appointments, Agent Portal/Call Center, Chat bot, Starfish, website navigation, student planning, transcripts, enrollment verifications, and other student related services as needed. 
• Serves as a back-up supervisor for Student Engagement Specialists and temporary workers in the absence of their managers. 
• Supervises remote staff to maintain contact center coverage. 

• Supervise and perform the following: Con-Ed Registration; Transcripts; Enrollment Verifications; and perform outreach for New Student Check-in, birthdays, students with holds, and all others as needed.
• Connects students with an Academic Advisor (scheduling appointments and ACSs virtual waiting room)
• Trains STE and ACS staff in Starfish, Calendar Manager and Student Planning
• Provides first-level advising to new and current students, as well as support for community and visitors to CSM during peak seasons.
• Conducts Student Planning and Registration sessions.  
• Connects to Students (scheduling appointments and ACSs virtual waiting room)
• Trains STE and ACS staff in Starfish, Calendar Manager and Student Planning

• Provides data reports of chat bot, call logs, and Starfish reports to the STE Coordinator as requested.  
• Documents best practices and lessons from engagement initiatives.

• Serves as the STE/ACS liaison with IT on Contact Center operations and Starfishs 
• Answers inquiries from students, visitors, and callers courteously, promptly, and accurately whether in person, via telephone, or email. 

• Coordinates, in conjunction with SES Administration, the development and dissemination of surveys to assess student interests, needs, and trends.
• Maintains departmental database systems, including student access, program impact, and vendor lists for various SES departments.

• Performs other related duties as assigned.

Required Education and Experience:

• Associate degree required and/or
•  3 years of relative experience
• Strong computer proficiency required, including experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

•  Bachelor's degree 
•  3 years of experience

• N/A

Knowledge, Skills, and Abilities: 

• Ability to promote a positive work experience for students after job placement through follow-up activities with students and employers.
• Ability to resolve customer issues/problems in a manner that exceeds client expectations.
• Ability to maintain accurate records of activities within approved database. 
• Excellent verbal, written, and reporting communication skills.
• Demonstrate excellent work ethic and integrity.
• Ability to work autonomously and as a team member.