Information Center AI Chatbot Manager

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

• 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.

• 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.

• 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

• Experience working in a community college environment
• Experience supporting web based communication technologies
• Experience in knowledge base management