A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The Office of Undergraduate Admissions (OUA) seeks a Call Center Team Lead to support the daily operations of its Call Center, which serves both the general public and the University community. Reporting to the Call Center supervisor, this role is responsible for assisting with the supervision and training of Call Center Representatives who manage incoming calls, chats, and support tickets. These representatives are key public-facing contacts, providing accurate and timely information regarding admissions, application status, and University policies and procedures to prospective students, families, and University partners.

The Call Center operates Monday through Friday from 8:00 a.m. to 5:00 p.m. The office is closed on weekends, University-designated holidays, and season days.

This position is part-time at 20 hours/week. Workload for this position may increase seasonally, particularly during high-volume admissions periods when customer service demand rises and operating hours are temporarily extended.

The University of Michigan is a premier public research university with more than 53,488 students, including 35,358 undergraduates, and is firmly committed to serving the people of Michigan, and the world, through preeminence in creating, communicating, preserving and applying knowledge, art, and academic value. U-M is in high demand, with a record 115,957 undergraduate first-year and transfer applicants in fall 2025 and 9,711 incoming undergraduate students enrolling.

Reporting to the Provost and Executive Vice President for Academic Affairs, the Office of Enrollment Management (OEM) manages U-M's enrollment function to efficiently optimize students' experiences throughout their engagement, from prospect to alumni. The division collaborates with campus partners, faculty, and staff in support of the university's mission.

OEM comprises a dedicated team of more than 200 full-time staff members and up to 400 additional student and temporary staff and is structured in five operational units - the Office of Undergraduate Admissions, the Office of Financial Aid, the Office of New Student Programs, the Office of the Registrar, and OEM Administration. OEM strives to provide excellence in access and support to inspiring learners who will challenge the present and enrich the future.

30% - Act in collaboration with the Call Center Supervisor to provide functional supervision over the call center staff. Collaborate with the Call Center Supervisor in managing tickets, chats and phone calls. Assist with resolving Call Center concerns, provide critical feedback to Call Center Supervisor regarding any admission, processing, recruitment, or systems issues which need to be resolved, addressed or

elevated. Monitor group chat to address questions.

30% -  Receives and reviews inquiries from prospective students on Team Dynamix, and determines appropriate application and information materials (degree, non-degree, cross-campus, readmit, guest, special, auditors, supplementary applications, etc.). Develops and compiles accurate responses and replies to email inquiries in a timely manner. Assigns tickets to the appropriate departments as needed and provides support through live chat and phone inquiries.

20% -  Provides interpretive information on Admissions requirements, policies, procedures and status of application for the undergraduate programs at the University of Michigan Ann Arbor campus in response to phone inquiries from students, parents, faculty, staff, high school counselors and independent counselors. Resolves student concerns and provides information on policies, practices and requirements of the Admissions Office, Orientation, Housing, Registration & Records, and Financial Aid. Acts as a triage and transfers calls to other departments when appropriate.

10% -  Assists with training of new admissions counselors & interns as it relates to the call center responsibilities. Assist with maintaining & updating training materials. Assists with hiring, on boarding and training of Call Center Season temporary employees.

10% -  Assist with maintenance and development of call center documentation and resources. Offer suggestions on improvements and assist with data collection. Performs all other duties as assigned.

• Graduation from high school required.
• Two years of customer service experience, preferably in a call center. 
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong problem-solving skills and resourcefulness, with the ability to work independently as well as collaboratively within a team
• Demonstrated both excellent verbal and written communication skills 
• Strong typing skills with a high level of accuracy. 
• Proficiency with computer systems and platforms.
• Ability to exercise sound professional judgment.
• Strong attention to detail and the ability to interpret policy

• Bachelor's degree preferred.
• Some previous supervisory experience or work experience leading/mentoring small teams.
• Working knowledge of current Call Center technologies, including Ocelot Chat and Team Dynamix

Opportunity for hybrid work arrangements, subject to the needs of OUA. OUA all-staff meetings, new employee training and annual training take place in person. 

The Office of Enrollment Management currently offers a hybrid work arrangement of minimally three days on-site and two remote days. Thursdays are currently required as an on-site workday for all members of the OEM team. 

Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Benefits at the University of Michigan

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

The University of Michigan is an equal employment opportunity employer.