Supervisor, Student Support Services

at  Western Governors University

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
The Student Support Services supervisor is responsible for managing and supporting the Support team. This is achieved by providing direct daily support, developmental direction, feedback, training, and goals respective to their work. Supervisors perform one-on-ones with team members, regularly hold team meetings, as well as ensure policies, practices, and procedures are understood and followed. The supervisor is responsible for gathering, organizing, replicating, and presenting data-driven metrics to their team and leadership. Supervisors will also be called on to assist with change management and to support continuous improvement initiatives and policy updates.

Essential Functions and Responsibilities:

• Lead Support team to assist students directly by providing next steps that are accurate (per SOP) and helpful to the situation, encouraging and reflecting positively on the department and the Academy, as measured by QA (Quality Assurance) reviews, appropriate referrals, surveys, and unsolicited feedback.
• Lead Student Services Support Team to assist students indirectly by providing other employees assisting students with next steps that are accurate (per SOP), helpful to the situation, diplomatic and reflect positively on the department, as measured by QA reviews, appropriate referrals, surveys, and unsolicited feedback.
• Lead Student Services Support Team to provide outreach to students and employees within our service level agreement (SLA), i.e., resolution times for cases and support requests where appropriate.
• Lead Student Services Support Team to document assistance timely, accurately, and completely within the Salesforce and other relevant systems.
• Using data-driven analysis ensures adequate Academy Support coverage through management of shift assignments, time-off requests, and use of overtime within budgetary limits.
• Work with senior management to complete the vetting process for potential new hires.
• Lead Support team through regular team and individual meetings, establishing policies, processes, procedures, and job aids and answering related questions as needed.
• Use data-driven analysis to identify & manage team performance (strengths & challenges) and opportunities to improve the student experience.
• Collaborate with other People Leaders to serve students.
• Collaborate with the Student Support management team, Student Success and team to design, implement and maintain training and quality assurance procedures for the Support team.
• Abide by policies and procedures to ensure that all team members maintain compliance with FERPA (Family Educational Rights and Privacy Act) regulations.
• Performs other related duties as assigned.

Knowledge, Skill and Abilities:

• Outstanding verbal and written communication skills.
• Strong interpersonal and organizational skills.
• Ability to work independently, analyze problems, and make decisions.
• Requires basic management knowledge to lead work scheduling, prioritizing, and coaching.
• Able to work with multiple individuals in various roles on teams.
• Ability to anticipate how potential obstacles may impact their team and respond accordingly.
• Understanding of change enablement processes.
• Able to routinely manage multiple issues simultaneously in a high-pressure environment.
• Ability to diligently follow standards and best practices for many different technology areas.
• Data analysis.
• Presentations using Technology Systems & Tools.
• Salesforce reporting (SRM)
• Creative Problem Solving
• Microsoft Office Suite (Word, PowerPoint, Excel, Teams, Publisher, etc.)
• Outlook
• Tableau
• Microsoft Share Point

Minimum Qualifications:

• Bachelor’s degree in a related field or equivalency
• Three (3) years’ experience in customer service, IT support, or student services.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Pay Range: $52,100.00 - $86,000.00
WGU will accept applications for this position until 12:00 AM ET, 10/26/2024
How to apply: apply online
Full-time Regular Positions (FT classification, standard working hours = 40)
This is a full-time, regular position that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
The University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

• Lead Support team to assist students directly by providing next steps that are accurate (per SOP) and helpful to the situation, encouraging and reflecting positively on the department and the Academy, as measured by QA (Quality Assurance) reviews, appropriate referrals, surveys, and unsolicited feedback.
• Lead Student Services Support Team to assist students indirectly by providing other employees assisting students with next steps that are accurate (per SOP), helpful to the situation, diplomatic and reflect positively on the department, as measured by QA reviews, appropriate referrals, surveys, and unsolicited feedback.
• Lead Student Services Support Team to provide outreach to students and employees within our service level agreement (SLA), i.e., resolution times for cases and support requests where appropriate.
• Lead Student Services Support Team to document assistance timely, accurately, and completely within the Salesforce and other relevant systems.
• Using data-driven analysis ensures adequate Academy Support coverage through management of shift assignments, time-off requests, and use of overtime within budgetary limits.
• Work with senior management to complete the vetting process for potential new hires.
• Lead Support team through regular team and individual meetings, establishing policies, processes, procedures, and job aids and answering related questions as needed.
• Use data-driven analysis to identify & manage team performance (strengths & challenges) and opportunities to improve the student experience.
• Collaborate with other People Leaders to serve students.
• Collaborate with the Student Support management team, Student Success and team to design, implement and maintain training and quality assurance procedures for the Support team.
• Abide by policies and procedures to ensure that all team members maintain compliance with FERPA (Family Educational Rights and Privacy Act) regulations.
• Performs other related duties as assigned