What are the responsibilities and job description for the Information Center AI Chatbot Manager position at Northern VA Community College?
Title: Information Center AI Chatbot Manager
Agency: Northern VA Community College
Location: Fairfax County - 059
FLSA: Exempt
Hiring Range: $70,000-$80,000
Full Time or Part Time: Full Time
Additional Detail
Job Description:
This position will act as Information Center manager to manage two key responsibilities to include program management (NOVA's Artificial Intelligent (AI) Chatbot program) and supervision of staff, includes remote support to Information Center staff. This position involves creating instances, updating content, and ensuring the accuracy of responses and overall maintenance of the chatbot’s knowledge base. The employee will work collaboratively with the VCCS AI Chatbot team, NOVA’s Web Services, to update and troubleshoot chatbot performance on NOVA’s website, college department heads, primarily Student Affairs units, and enhance the chatbot’s functionality and effectiveness to students, staff, faculty and NOVA external community.
Duties and Tasks:
- Develop new chatbot instances to address specific college-related inquiries and needs
- Regularly update and maintain the chatbot's knowledge base with accurate and up-to-date information
- Conduct thorough testing and quality assurance to validate the chatbot's responses
- Maintain comprehensive documentation of chatbot instances, updates, and improvements.
- Assist in training end-users and internal staff on how to interact with the chatbot effectively
- Collaborate with colleagues and departments to identify opportunities for expanding the chatbot's capabilities.
- Make regular requests from employees for updates and input on college decisions and share feedback with supervisors for inclusion in the NOVA Brief.
Required KSAs:
- Ability to communicate at a high level (oral and written).
- Problem solving skills, significant experience in web based communications specifically live chat and/or AI chatbot.
- Excellent attention to detail with focus on accuracy.
- Ability to competently manage full and part-time employees.
- Ability to manage contact center, programs, and projects.
- Ability to read and interpret contact center data
- Ability to assess agents call statistics to effectively coach and perform quarterly evaluations.
- Strong customer service orientation which includes being pleasant with others on the job, displaying cooperative attitude, maintaining composure, controlling anger and avoiding aggressive behavior, even in very difficult situations.
- Ability to be reliable, responsible and dependable to thoroughly complete work tasks and fulfill obligations paying attention to details.
- Ability to learn and stay abreast of college programs and policies -proficient in web base communication applications i.e. email and online chat with high customer satisfaction ratings;
- Ability to make decisions & work independently.
- Willingness to take on responsibilities and challenges.
- Flexibility to work variety of hours including weekends as needed.
- Willingness to accept criticism, deal calmly and effectively with high stress situations.
- Flexibility & willingness to learn new systems and adapt to positive and negative changes in the workplace.
- Ability to communicate with students from diverse backgrounds.
- Proficiency in word processing, key board, spreadsheet, electronic mail & database application.
- Strong quality service performance with consistent high customer satisfaction ratings.
Minimum Qualifications:
- Experience working in a high-volume contact center environment
- Supervisory experience
- Experience with AI chatbot technology
- Experience in student service related areas i.e. admission/registration and/or financial aid
- Experience working with customer relationship management (CRM) solution
- Experience in the training of contact center staff
Additional Considerations:
- Experience working in a community college environment
- Experience supporting web based communication technologies
- Experience in knowledge base management
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer
Salary : $70,000 - $80,000
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