Phone Center Supervisor & Admissions Generalist

Job Description

Job Description

Monday-Thursday 12pm-9pm and

Friday, 8am-12pm OR 12pm-4:30pm (flexible)

Job Summary:

We are seeking a welcoming, motivated and organized Phone Center Supervisor and Enrollment Generalist to oversee the daily operations of our part-time call center team. The ideal candidate will be responsible for managing a team of call center agents, ensuring quality customer interactions, maintaining performance standards, and providing coaching and support to meet department goals. The phone center is open from 5-9PM on Mondays-Thursdays. When the phone center is closed, this position will provide support to the Enrollment Management team.

Key Responsibilities:

• Supervise daily activities of part-time Outreach Specialists to ensure smooth operations and excellent service delivery
  

• Monitor call performance metrics (e.g., call volume, handle time, customer satisfaction) and provide real-time feedback
  

• Schedule shifts and manage attendance, ensuring adequate coverage during operating hours

• Responsible for hiring of Outreach Specialists and performance evaluations
  

• Conduct regular team meetings, training sessions, and one-on-one coaching
  

• Handle escalated customer issues and ensure timely resolution
  

• Collaborate with management to develop and implement process improvements
  

• Compile and generate timely and accurate periodic statistical reports
  

• Assist with prospect downloading and calling list creation and maintenance, as well as troubleshooting and maintaining recruiter’s phone and computer equipment needs.
  

• Ensure compliance with company policies, procedures, and quality standards
  

• Foster a positive, motivated, and accountable team environment
  

• Assists in script writing for various outreach events

• Generate letters of confirmation of award

• Assist Advancement Office, Advantage Center and other departments on campus with telemarketing needs.

• Takes the lead on faculty outreach shifts and the biannual faculty CAREs event

• In coordination with the Advancement Office, takes the lead on the Admissions Champion Program outreach efforts.

• When the phone center is closed, assists the enrollment team including working the admissions front desk, assisting in visit coordination, resolving duplicate records, and entering prospective student data.

• Approximately 3 hours per day will be spent assisting the Financial Aid department.

• Assist with administrative tasks within the financial aid office including document intake, data entry, and student follow-up.

• Provide frontline support to students and families regarding financial aid inquiries.

• Collaborate with Financial Aid staff to ensure timely processing and communication.

• Monitor and respond to Financial Aid inbox inquiries during assigned hours.

• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred

• 2+ years of call center experience, with at least 1 year in a supervisory or lead role preferred

• Strong leadership and interpersonal skills

• Excellent verbal and written communication abilities

• Proficiency with call center software, CRM systems, and performance dashboards

• Ability to multitask and work effectively in a fast-paced environment

• Welcoming attitude for all

• The ideal candidate will thrive in a fast-paced environment and demonstrate flexibility in managing cross-functional responsibilities.

Preferred Skills:

Bilingual (depending on customer base)

Experience in training and coaching remote teams

Familiarity with Technolutions’ Slate CRM system