Multi-Channel Telecommunication Manager

WHO WE ARE

Founded in 2018 in the heart of downtown St. Louis, Ponce Health Sciences University is answering a need for more healthcare professionals by preparing more students for jobs with a world-class, culturally competent education. Whether you’re an aspiring doctor or psychologist, PHSU St. Louis is focused on helping our students reach their professional goals.

Ponce Health Sciences University’s history dates back to its founding in 1977 in Ponce, Puerto Rico. We’ve been expanding our prestigious health sciences offerings since, with a focus on graduate medical programs. With campuses now in Ponce, San Juan, and St. Louis, we’re expanding our global network while staying committed to preparing students for real-world healthcare careers and clinical situations. 

OUR MISSION

The mission of Ponce Health Sciences University (PHSU) is to provide a world-class, culturally competent, health sciences education to the population we serve, through innovative adaptive learning environments focused on the success of its students to become ethical practitioners and scientists.

OUR VISION

The PHSU vision is to build on its reputation as a prestigious academic and research leader educating underrepresented diverse populations while focusing research efforts on solving global health disparities

PHSU SCHOOLS AND PROGRAMS

The School of Medicine is fully accredited and in its third year. The PsyD program is in its fifth year. PHSU also offers an MSMS program and is in development of other graduate level programs to begin in the next couple of years.

ABOUT THE ROLE

The Multichannel Telecommunication Manager will support a dynamic cross-functional marketing & enrollment team. This is an excellent opportunity for a highly motivated individual to join a growing and innovative university and develop real world international business and relationship management experience and mentorship in higher education. This position will be based in St. Louis, Missouri or Puerto Rico.  

Principal Duties/Responsibilities: 

This is a new position that needs to supervise and handle the telecommunications team that we currently have in STL and Puerto Rico. Telecommunication officers’ role is to maximize conversion from lead to applicant, and this is a great opportunity to standardize process, train the team and track overall performance, taking care of the inbound and outbound strategy as well the multichannel contacts in the right way. (Chat, WhatsApp, SMS, email), also we should be able to optimize the strategy with AI tool.

Main function:

• Supervise and train the telecommunication team
• Define team goals and KPIs aligned with university objectives (number of calls, effective contacts, working hours, contact rate, conversion rate from lead to applicant)
• Foster collaboration between departments to align communication strategies with institutional priorities (Marketing, Admissions, IT, Salesforce Admin).

Strategy Development:

• Design and implement a multichannel communication strategy
• Identify and prioritize emerging trends in telecommunication and digital engagement for continuous improvement.
• Develop protocols to handle high-volume periods based on admissions cycles

Technology and Automation:

• Integrate and manage telecommunication tools, including CRM systems, automated chatbots, IVR systems, and analytics platforms.
• Collaborate with IT to ensure reliable and secure communication systems.
• Evaluate and recommend new technologies to improve efficiency and user experience.

Performance:

• Monitor and analyze communication metrics to assess the effectiveness of multichannel strategies.
• Implement process improvements to optimize response times, agent performance, and user satisfaction.
• Oversee quality assurance programs to maintain communication standards and compliance.

Cross-Channel Engagement:

• Coordinate communication efforts across voice, email, chat, text, and social media platforms.
• Ensure consistent messaging and branding across all channels / Scripts
• Develop strategies to personalize interactions and improve user experience.

COMPETENCIES: To perform the job successfully, an individual must be dependable and have good inter-personal and communication/organization skills and the ability to interact effectively with the team, other areas, vendors and senior team. Demonstrated ability to meet and/or exceed determined goals and objectives. Excellent written, verbal communication and analytic skills. Time management and the ability to meet deadlines and multi-task are required. Good listening skills and ability to display patience and empathy when dealing with customers and colleagues.  

Education Level:  Bachelor's degree in Communications, Business Administration, Information Systems, or a related field (master’s preferred).

Years of Experience:  5 years of experience in telecommunication management, customer service, or contact center leadership, marketing, preferably in higher education or a service-oriented organization

 Requirements: 

• Proven expertise in multichannel communication and automation tools (e.g., CRM systems, chatbots, IVR).
• Strong analytical skills with experience in data-driven decision-making.
• Exceptional leadership, organizational, and interpersonal skills.
• Knowledge of compliance standards and best practices in telecommunication (e.g., FERPA).
• Ability to manage high-pressure environments and tight deadlines.
• Must be bilingual (English/ Spanish)
• Salesforce experience preferred
• Able to travel 25% of the time

EOE