Contact Center Lead - Student Services

Maricopa Community College district; Phoenix (AZ); Hybrid; USD 53,000 - 69,000; Full time

Benefits offered by this job

Wellness program

Tuition reimbursement

Professional development funding

Flexible schedule

Job summary

GateWay Community College (GWCC) is hiring a Student Services Analyst to lead the Enrollment Services contact center, train staff, and resolve complex inquiries. The role includes CRM management (ASSIST, Salesforce), and coordination across Admissions, Financial Aid, and Advisement.

The position may operate in a hybrid onsite/remote environment with responsibilities for data reporting and campaign outreach.

Qualifications

• Bachelor's degree from a regionally accredited institution and two years of student services or college teaching experience.
• Equivalent combination of education and experience acceptable.
• Experience using a CRM to manage student communications.

Responsibilities

• Oversees daily operations of the Contact Center and leads staff.
• Manages call flow across multiple queues and liaises with Admissions, Records, Recruitment, Financial Aid and Advisement.
• Trains, coaches, and develops staff; creates training materials and quality assurance plans.
• Supports outreach campaigns and handles escalated inquiries.
• Provides direct student support via phone, chat, and email.
• Establishes systems for tracking service metrics and reporting data.
• Collaborates across departments to ensure compliance and continuous improvement.

Skills

Leadership

Customer service

CRM experience

Staff coaching

Training materials

Cross-department collaboration

Education

Bachelor's Degree

Two years student services experience

Job description

GateWay Community College (GWCC) is hiring a Student Services Analyst to lead the Enrollment Services contact center, train staff, and resolve complex inquiries. The role includes CRM management (ASSIST, Salesforce), and coordination across Admissions, Financial Aid, and Advisement.

The position may operate in a hybrid onsite/remote environment with responsibilities for data reporting and campaign outreach.