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Contact Center Associate Director: Performance Analytics and Reporting

Enrollment Builders is looking for professional call center leaders to join our growing higher education contact center business. You might be a great fit for the role of Contact Center Associate Director if you have experience in these three key areas:

  • Inspiring high-performing contact center teams
  • Providing clients with insightful and timely strategies
  • Constantly improving operations and reporting

A high-performing Contact Center Associate Director excels in the following:

  • Knowing every detail of assigned clients’ operations and contracted agreement inside and out
  • Providing expert guidance and support for Contact Center staff
  • Identifying opportunities and making effective recommendations related to continuous improvement to Contact Center policies, procedures, technology, and data
  • Representing EB effectively to clients, serving as a sounding board and source of education and enablement

Strong candidates for the role have well-developed expertise in most or all of these areas:

  • Operations management, including process development, budget management, and compliance
  • Contact center software platforms, including phone/SMS/chat/bots
  • Higher education admissions/enrollment strategy
  • Employee evaluation and performance management
  • Client relationships and support of sales efforts
  • Leadership and engagement of teams made of diverse professionals in a remote environment

The key attributes we're looking for in a Contact Center Associate Director are

  • Independent problem solving
  • Ability to work in a fast-paced, changing environment
  • Ability to work with individuals, institutions, colleagues, and prospective students from a wide variety of backgrounds, experiences, and goals
  • Commitment to meeting deadlines and accomplishing multiple assignments while managing priorities effectively
  • Communicating in a clear and authentic manner all stakeholders
  • Keen awareness of and ability to successfully manage against budget, schedule, and performance requirements
  • High level of comfort with technology tools and systems

All Contact Center Associate Directors share the same core responsibilities above, but the Contact Center Associate Director, Performance Analytics and Reporting is also responsible to:

  • Create and enforce policies for reporting management.
  • Create techniques for quality data collection to ensure suitability, accuracy, and validity of data.
  • Create rules and methods for data sharing with internal and external stakeholders.
  • Build reports to present to both internal and external stakeholders.
  • Oversee and analyze data systems and evaluate their performance to determine ways of enhancing them. 
  • Troubleshoot data-related issues. 
  • Proven experience as a data manager.
  • Expert understanding of data management and administrative functions to include distribution, collection, and analysis. 
  • Proficient in G Suite.
  • Analytical mindset with advanced problem-solving skills.
  • Expert communication and collaboration skills.

About Enrollment Builders:

One enrollment equals one story. The heart of Enrollment Builders is filled with stories of real people fulfilling their dream of earning a college degree. Through experience, empowerment, and science Enrollment Builders helps higher education institutions grow enrollment one story at a time.
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