What are the responsibilities and job description for the Interim Director, Contact Center position at Salt Lake Community College?
Under the supervision of the Associate VP for Enrollment Management, the Director leads Contact Center operations to provide remote services to SLCC stakeholders (prospective students, current students, staff, faculty, and community members) through telephone, online chat, web conferencing, and other means. Manages and maintains a professional, high-quality, service-oriented support center (including systems, processes, information, and staff) and keeps support center staff up-to-date on College processes, policies, procedures, initiatives, events, and marketing campaigns. Supervises student success coaching for targeted online students. Ensures that the College is represented in a caring and professional manner. Cooperates with other departments throughout Student Affairs to assist with and support their remote services. Works directly with management peers to continuously improve SLCC services. Seeks to strengthen the SLCC community through inclusive and equity-minded practices that support SLCC’s model for inclusive and transformative education. Compiles common questions and issues expressed by stakeholders and participates in systemic efforts to address identified issues with colleagues in Student Affairs and other areas of the College. Serves as a key leader in SLCC’s enrollment management efforts through proactive outreach to prospective and current students. Seeks out, incorporates, and disseminates best practices in remote stakeholder support. Position supports chatbot functionality and oversees efforts to keep the knowledge base up to date and accurate.
This is an at-will position.
Essential Responsibilities and Duties
This is an at-will position.
- Knowledge of enrollment management principles and best practices in recruiting and retaining students.
- Strong leadership, management, communication, training, and analysis skills.
- Demonstrated ability to lead remote stakeholder services in collaboration with other College departments to improve the level and quality of services to students.
- Advanced technical skills in a variety of communication platforms to support Contact Center staff and other Student Affairs departments in using these platforms.
- Keen attention to detail and ability to proactively research and disseminate new and changing College information to direct reports.
- Ability to craft strategic messaging for outbound enrollment management efforts.
- Comprehensive understanding of best customer services practices.
- Extensive reporting and presentation abilities to measure performance metrics and communicate student feedback to College administration.
- Master’s degree in Higher Education, Public Administration, Business Administration, or related field.
- Five (5) or more years of direct, full-time, paid work experience.
- Evidence of strong communication, training, analytic, and management skills.
- Experience in college or university student support services.
- Experience providing student services by phone, text, chat, and/or other remote means.
- Knowledge of enrollment management principles and best practices in recruiting and retaining students.
- Strong leadership, management, communication, training, and analysis skills.
- Demonstrated ability to lead remote stakeholder services in collaboration with other College departments to improve the level and quality of services to students.
- Advanced technical skills in a variety of communication platforms to support Contact Center staff and other Student Affairs departments in using these platforms.
- Keen attention to detail and ability to proactively research and disseminate new and changing College information to direct reports.
- Ability to craft strategic messaging for outbound enrollment management efforts.
- Comprehensive understanding of best customer services practices.
- Extensive reporting and presentation abilities to measure performance metrics and communicate student feedback to College administration.
- Ability to communicate effectively with a broad range of people with a variety of abilities and backgrounds, to maintain good working relationships across the College.
- Ability to work with all groups from a variety of academic, socioeconomic, cultural, and ethnic backgrounds, and with community college students, faculty, and staff, including those with disabilities.
This is an interim position with an 18-month assignment beginning on May 1, 2025 and ending on October 31, 2026.
SLCC Highlights
Salt Lake Community College is Utah’s largest open-access college with the most diverse student body in the state. We proudly educate 45,000 students pursuing degrees in 100 programs across 8 areas of study, and Utah’s fastest growing industries and four-year baccalaureate programs consistently welcome SLCC graduates. Every SLCC employee has a hand in transforming students’ lives to strengthen its surrounding communities. SLCC employees work at 11 locations across the valley and capital city of Salt Lake with easy access to the beautiful Wasatch Mountains, world-class outdoor recreation, sporting events, museums, history, and arts and entertainment.
Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging Hispanic Serving Institution, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.
FLSA Exempt SLCC Information
Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging Hispanic Serving Institution, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.
Salt Lake Community College (SLCC) is fully committed to policies of equal employment and nondiscrimination. The College does not discriminate on the basis of race, color, national origin, age, sex, sexual orientation, gender identity, genetic information, disability, religion, protected veteran status, expression of political or personal beliefs outside of the workplace, or any other status protected under applicable federal, state, or local law.
SLCC is a participating employer with Utah Retirement Systems (“URS”). In addition to URS, SLCC offers several other retirement account options.
This position is subject to a successful completion of a criminal background check.
SLCC is a participating employer with Utah Retirement Systems (“URS”). In addition to URS, SLCC offers several other retirement account options.
This position is subject to a successful completion of a criminal background check.
