Contact Center Manager, Graduate and Professional Studies

The Graduate/Accelerated Undergraduate (AUG) Enrollment Contact Center (ECC) serves as the first point of contact for prospective students, providing them with an engaging and informative first interaction with the university. The Contact Center Manager is responsible for overseeing the ECC’s daily operations, ensuring the team effectively qualifies leads, engages prospects, and schedules appointments with Enrollment/Admissions Counselors to drive enrollment. This role is pivotal in creating a high-performing, student-centric culture that directly impacts enrollment success

Salary:
Pay range $26.36 - $29.66
Actual salary offered is determined by the candidate’s experience, education, skills, and other factors, including internal equity and university funding resources.

Internal Classification: Career Track - Manager, Job Level - 1 Full time

• Lead, mentor, and coach a team of ESSs and TCs to maximize performance.
• Establish structured onboarding, upskilling, and continuous professional development initiatives.
• Cultivate a culture of accountability, motivation, and continuous improvement.
• Develop and monitor key performance indicators (KPIs) focused on call effectiveness, appointment setting, and lead conversion for reporting to leadership.
• Utilize data-driven insights from Salesforce and other platforms to adjust coaching strategies and improve performance.
• Conduct ongoing call reviews using a structured quality assurance framework to enhance conversation techniques.
• Ensure a consultative sales approach is consistently applied to lead qualification and engagement.
• Implement efficient workflows for outreach, scheduling, and lead follow-up.
• Oversee the efficient utilization of CRM systems (Salesforce, SMS Magic, Dialpad) to track student interactions and monitor team performance
• Research and recommend new technologies or methodologies to enhance engagement and efficiency.
• Lead and implement proactive outreach/contact strategies to maximize student engagement, ensuring timely and meaningful interactions.
• Collaborate with enrollment leadership to align contact center strategies with institutional recruitment objectives.
• Continuously refine call scripts, contact strategies, objection-handling techniques, and engagement strategies.
• Perform other duties as assigned

• Bachelor’s degree in Business, Communication, Higher Education, or a related field.Understanding of and commitment to the spiritual mission of Point Loma Nazarene University.
• Ability to work in a fast-paced environment, adapt to change, and drive continuous process improvements.
• Understanding of consultative sales approaches and student engagement strategies.
• Experience with CRM systems (Salesforce preferred) and call management platforms.
• Data analysis skills with the ability to interpret performance metrics and implement improvement strategies.
• Excellent communication, problem-solving, and organizational skills. Ability to work independently and accomplish tasks under deadline stress.
• Must possess strong detail and time management skills.
• Enthusiastic with a healthy, fun, competitive spirit that contributes to the success of the team
• Ability to work some evenings/weekends

• The work is primarily sedentary and may require sitting for extended periods of time.
• Use of computer equipment: computer keyboard, mouse, and monitor.
• Ability to read documents, email and other correspondence, and reports on paper and computer monitor.
• Ability to communicate effectively with others in person and by phone.
• Ability to stand, stoop, push, pull, and lift up to 20 lbs throughout the day.