Director of Marketing, Telephony Strategy

Who We Are:

National Louis is a 135+ year old university that has been grounded in the values of innovation, access, excellence, and equity from its inception. As an institution, we believe in providing access to educational opportunity and that education is our greatest lever for social and economic mobility. We are a student-focused community that is committed to continuous improvement and superior student service. We believe that through education we are able to empower change and build healthy communities. Our hard-working community is based on collaboration and respect for all team members and students.

What We Offer:

At National Louis University, we offer our employees an innovative environment to work together and inspire the ideas that will make an impact. As our external environment changes, our employees are provided the opportunities and tools needed to grow both personally and professionally to remain successful. NLU employees and dependents are offered a wide range of benefits, including but not limited to, Health Insurance benefits, Retirement benefits, Paid Time Off and Educational Benefits.

What You Will Do:

National Louis University is searching for our next key member of our marketing team as Director of Marketing-Telephony Strategy. The Director will enhance the performance and effectiveness of outreach to all inquiries from prospective students, including conversions and response rates. Through the use of our advanced telephony system and analytic tools, this individual will bridge the gap between enrollment and marketing to create a seamless approach to servicing all inquiries, make recommendations for improvement, and lay the foundation for growth strategies in existing and new markets. To accomplish this, the individual we seek will be part trainer for the enrollment teams in understanding effective use of the system, part analyst to create reports on all key telephony metrics, and part strategist to help properly structure our enrollment teams for success, including a supervising a team of individuals who serve as the first point of contact for our potential students. The director will also establish a formal quality assurance program to ensure proper responsiveness and scripting is intact and will have accountability to prepare and train on all scripted phone outreach.

Owns and implements overall telephony strategy (inbound and outbound) for enrollment and marketing departments establishing manual and automated call cadence plans for each line of business.
• Establish and manage phone queues, inbound and outbound dial, talk time, response time to inquiries. Create and execute upon key performance indicators along with other reporting metrics. Monitor and analyze data as needed and prepare reports for senior management.
• Establish plans to enhance call center performance in conjunction with enrollment activities and document / execute upon plans to grow initiative as needed in line with university growth objectives.
• Oversee a quality assurance plan to evaluate our service levels to all incoming inquiries, conduct side-by-side coaching and provide real-time supervision, feedback, motivation and recognition to assigned team and assigned programs.
• Collaborate with other departments to align call center operations with university objectives.

• Bachelor's Degree in Marketing, Business, Analytics or other closely related field
• Minimum of 3 years of experience working in a contact center (for inbound and outbound calls)
• Some experience with Five9 or similar telephony system
• Experience leading and managing a fast-paced team to achieve goals and maintain high levels of customer service
• Time Management - Prioritizing tasks and projects across multiple work-streams
• Communication & Collaboration Skills - Ability to communicate effectively, particularly via written communication with both technical and non-technical team members. Also the ability to work with cross-functional team
• Responsive to Change - Adapts to and thrives in times of internal or external change. Views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things.
• Service Focus - Acts professionally and calmly at all times when interacting with others; consistently demonstrates concern and courtesy towards colleagues and, students and all other customers; treats all people respectfully; takes personal responsibility for correcting problems; follows up with individuals to ensure satisfaction with the level of service they have received.

NLU Inclusion Statement:

National Louis University is deeply committed to serving its community, advancing access and equity, and ensuring that all individuals are welcomed and valued. We are dedicated to fostering a culture where diversity, equity, and inclusion remain at the core of who we are. These are more than just words to us: they are truly a way of life for the NLU community. We recognize that differences in abilities, age, ethnicity, gender (identity and expression), race, religion, sexual orientation, socio-economic status, and background bring richness to our work environment. We affirm diverse perspectives, innovative contributions, and authentic presentations of self from every member within the NLU community. We believe inclusion is grounded in the actions we intentionally take each day. Our goal is to inspire and empower NLU employees and community members to cultivate an environment where we collectively focus on uplifting and advancing our institutional culture.