Job description
The salary range for this role 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 role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
$49,800.00 - $77,200.00
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 Continuous Improvement supervisor is responsible for managing and supporting the continuous improvement team from a Six Sigma perspective. This is achieved by providing six sigma support, giving 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, six sigma processes and to support continuous improvement initiatives and policy updates.
Essential Functions and Responsibilities:
- Lead Student Services Support team to assist students directly by providing next steps that are accurate (per SOP), six sigma processes and is helpful to the situation, encouraging and reflecting positively on the department and the university, 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 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 SharePoint, Salesforce, Smartsheets, and other project management resources.
- Using data-driven analysis, six sigma processes, ensures adequate Student Services Support coverage through collaboration with staffing team and management of shift assignments, time-off requests, and use of overtime within budgetary limits.
- Work with the staffing team to complete the vetting process for potential new hires.
- Support Student Services 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.
- Take an active role and responsibility in collaboration with other departments for the seamless movement of students between course and assessments versions.
- Collaborate with Student Services Support Manager, Student Services Department managers, supervisors, team leads, and representatives across the university to serve students, particularly about their performance assessments.
- Coordinates cross-department presentations by Continuous Improvement team members.
- Collaborate with the Senior Manager of Student Services Quality and team to design, implement and maintain training and quality assurance procedures for the Student Services Support team.
- Abide by policies and procedures to ensure that all team members maintain compliance with FERPA (Family Educational Rights and Privacy Act) regulations.
- Abide by policies established by the WGU (Western Governors University) Human Resources department.
- Notify Student Services Delivery Manager of planned absences ahead of time. Provide at least two weeks of notice for extended time away (longer than 48 hours) with plans for adequate coverage.
- 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, analyse problems, and make decisions
- Able to work with multiple individuals in various roles on teams across the university
- 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
- Six Sigma Methodologies
- Data analysis
- Presentations using Technology Systems & Tools
- Salesforce reporting (SRM)
- PBI Reporting · Collaboration
- Creative Problem Solving
- Microsoft Office Suite (Word, PowerPoint, Excel, Teams, Publisher, etc.)
- Outlook
- SalesForce(SRM) Reporting
- PowerBi
- Cognos
- Evaluation Management Platform
- Lucid Charts
- Miro (Journey Mapping)
- Microsoft Share Point
Competencies:
Organizational Impact:
- Competent in Six Sigma Process
- Evaluate and modify processes to comply with university standards.
- Research and acquire technology-based tools for continuous improvement team
- Plans and establishes goals and objectives for employees in job area, with direct impact on the immediate, or short-term results of the department, function, or office.
- Typically, does not have budget accountability but may manage day-to-day elements of the budget and assist in compiling data to prepare annual budgets.
Problem Solving and Decision Making:
- Identifies, recommends, and implements ways to improve services and/or job area efficiency.
- Responsible for input to and application of job area policies.
- Problems and issues faced are general, task-oriented, and may be solved by referencing precedents and policies, and may require understanding of a broader set of jobs/issues.
Communication and Influence:
- Communicates within the job area to direct reports, and collaborates with other supervisors, and managers, mainly on job area-specific issues.
- Requires the ability to communicate effectively with staff and leadership.
- Explains policies, practices and procedures of the job area to others within the University. May work cross-functionally to justify and gain cooperation of other parties on practices, policies, and procedures.
Leadership and Talent Management:
- Supervises a team consisting of support employees. Coordinates, supervises, and reviews the work of team members. Guides and provides on-the-job training to direct reports. Monitors performance, coaches employees, and helps draft performance reviews with input from manager. May recommend hiring, firing, promotion, performance, and rewards decisions.
- May also retain technical knowledge of day-to-day work of supervisee
Job Qualifications:
Minimum Qualifications:
- Bachelor’s degree in a related field or equivalency
- Three (3) years’ experience in a related field.
- Requires basic management knowledge to lead such as work scheduling, prioritizing, coaching, and
- MUST be able to work the below schedule:
- Monday: Off
- Tuesday: Off
- Wednesday: 2:30 pm – 10:00 pm
- Thursday: 2:30 – 10:00 pm
- Friday: 2:30 – 10:00 pm
- Saturday: 10:00 am – 6:30 pm
- Sunday: 10:00 am – 6:30 pm
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Disclaimer:
This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.
As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.
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