Call Center Manager

University of Colorado Boulder; Boulder (CO); On-site; USD 65,000 - 88,000; Full time

Job summary

University of Colorado Boulder’s Office of the Registrar invites applications for the Call Center Manager. This role leads the call center student team, delivering consistent, professional service to students, parents, alumni, staff and the public, and ensures accurate information about registration procedures and policies.

In partnership with the Front Desk Manager and BI & Development team, you will manage ticketing, track data metrics, and drive process improvements to better serve customers.

Responsibilities

• Manages the call center student team (10–15 staff) and up to three team leads, ensuring consistent, professional customer service.
• Trains staff and collaborates with the Front Desk Manager to ensure training consistency across the department.
• Manages a ticketing system for customer interactions and collects data metrics to improve processes.

Job description

The Office of the Registrar at CU Boulder welcomes applications for the Call Center Manager position! This position exists to provide the Enrollment and Records Services (ERS) unit within the Office of the Registrar with consistent and professional representation to clients, both internal and external, and to support all programs and services in the ERS area. It is responsible for understanding, interpreting and applying academic policies and procedures using critical thinking to provide excellent written, phone and face-to-face customer service. This position provides skilled support to students, parents, alumni, staff, faculty and the public regarding registration procedures and policies. This position requires a comprehensive understanding of CU Boulder campus administrative offices, academic schools/colleges, as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, communications and deadlines.

This position manages the call center student team, the primary customer service operation representing the Office of the Registrar. The call center handles incoming calls to the main phone line on the registrar website. The position hires, trains and manages 10-15 student customer support specialists, including up to three team leads. This position collaborates with the front desk manager to ensure consistency of support and training across the department.

This role is responsible for applying situational analysis and decision making to current processes that require automation and improvement. This position will be responsible, in-tandem with the Front Desk Manager and BI & Development team, for managing a ticketing system for customer interactions, collecting data metrics of interactions, and improving business processes to better serve customers.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.