What are the responsibilities and job description for the Contact Center Manager, Graduate and Professional Studies position at Point Loma Nazarene University?
PLNU is a Christian liberal arts university in the evangelical, Wesleyan tradition, offering quality undergraduate, graduate and professional programs. We provide higher education in a vibrant Christian environment where minds are engaged and challenged, character is modeled and formed, and service is an expression of faith. PLNU is an institution that is committed to reflecting the rich diversity of God’s kingdom. We therefore encourage applications from culturally diverse candidates.
Benefits:
We are pleased to offer attractive benefits and resources. This includes benefits such as health, dental, tuition benefits for employees and dependents, competitive retirement matching, vacation and sick time, and 15 paid holidays per year. In addition, we have many opportunities to engage with our community including staff chapel and a robust wellness program.
Job Summary:
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 successSalary:
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
Job Status:
Full time
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Job Description:
The Contact Center Manager is responsible for the leadership and development of the Contact Center team, ensuring exceptional student engagement and lead qualification to support the university’s enrollment objectives. This role requires expertise in team development, data-driven decision-making, and consultative sales coaching to enhance contact center performance. The manager will oversee the recruitment, training, and performance management of Enrollment Support Specialists (ESS) and Telecounselors (TCs), ensuring the team delivers high-quality student interactions and achieves key performance indicators (KPIs).
The position also requires expertise in CRM and call/SMS management systems such as Salesforce, SMS Magic, and Dialpad, leveraging data to optimize outreach strategies. The Contact Center Manager will proactively implement process improvements, monitor call quality, and develop training programs to drive continuous performance growth and maximize prospective student conversions.
Key Responsibilities
- 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
Qualifications & Experience
- 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
Physical Requirements
- 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.
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At PLNU, we believe in pursuing calling together. Deep and meaningful relationships between students, faculty, and staff is vital in nurturing our shared community and expressing God’s love. We are looking for enthusiastic candidates to join us in empowering our students to reach their greatest personal, spiritual and professional potential.
Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures.
Salary : $26 - $30
