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Contact Center Manager—Higher Education Enrollment Management (Remote)

Enrollment Builders is seeking a higher education leader, with vendor-side contact center experience in admissions and enrollment management who has a proven track record of building and growing higher education admissions teams to reach their full potential. The ideal candidate will design and implement programs that will attract, measure, build, develop, and manage our growing higher education admissions team.

This role requires the ability to thrive in a face-paced, virtual capacity. Most importantly, this manager must also be able to encourage and strengthen this ability in others so that our team is able to also thrive in a remote environment. 

We believe that the best teams hold themselves accountable. The right candidate must have experience developing high-performing teams that rely on trust and transparency to achieve goals.

Responsibilities

Operational Framework

Work alongside operations leadership and CEO to implement an operational framework for the business. This includes contributing to contact strategies, client relationships, CRM data structure, client deliverables, and more. Build, evaluate, and coach standards, technology solutions, and approaches ensuring continuous improvement of contact center activities and services.

Coaching and Development

Work directly with a team of up to fifteen Contact Center agents, using EB’s coaching framework to develop our Contact Center team. Success in this role will unlock our team’s potential and maximize our efficiency. 

  • Conduct transformational one-on-one coaching sessions with agents
  • Hold targeted and impactful skill-development sessions
  • Take a strategic approach to goal-setting and performance management
  • Respond to real-time questions from Contact Center staff assisting students
  • Ensure agents achieve client service levels and goals

Develop and implement a(n):

  • Customized form for weekly one-on-one coaching 
  • Student interaction observation form and evaluation rubric 
  • Individual development plan template
  • Standardized activity dashboard, to be reviewed during one-on-one coaching sessions
Operational Reporting
  • Prepare reports and analyze Contact Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and client satisfaction
  • Review daily historical reports to identify escalation needs and inform the Contact Center’s daily goals
  • Create and prepare a weekly scorecard for individual team members’ review to  benchmark activity against client and internal goals

Requirements

A minimum of 2 years experience managing in a contact center environment OR a minimum of 2 years experience in a leadership role in for-profit higher education; experience in both roles is preferred.
 

The ideal candidate is a strong leader with a coaching focus and strategic thinking in the areas of admissions, enrollment, and high-volume, high-performance environments and must also have: 

    • A proven track record of building high-performing, compliant, and diverse teams with a healthy culture that reaches and exceeds their potential
    • Experience in a leadership role within a for-profit higher education admissions department and/or experience working for a higher education vendor that provides enrollment management services on behalf of multiple institutions 
    • A proven ability to develop and lead contact center business strategy that aligns with company strategic goals and is prioritized and executed with discipline, rigor, and quality
    • Proven experience as a strong coach and mentor who can quickly build relationships and effectively manage group dynamics
    • Coaching certification preferred


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.

Benefits 

  • Annual salary starts at $55,000
  • Medical, dental, and vision coverage
  • Paid holidays and PTO
  • 401k (no match)

Our Culture

At Enrollment Builders, you'll work with a dedicated team of creative, compassionate professionals who love helping students discover their purposes.

You'll work from the remote location of your choosing, but you'll be a valued and integral member of the company. Embracing a culture that prioritizes authentic relationships, we host regular events that allow all to know and be known, including virtual coffee chats, online Pictionary games, and annual in-person staff retreats (as health conditions permit) at the beautiful Kentucky horse farm where we are headquartered.

Always striving to educate and empower the Enrollment Builders team, our leaders provide ongoing professional training, encourage transparent and honest conversation, and inspire everyone to perform beyond the status quo.

Only considering applicants based in the United States of America. 

 
Apply Today