Hybrid Call Center Manager, Registrar Services

University of Colorado; Boulder (CO); Hybrid; USD 58,000 - 61,000; Full time

Job summary

The University of Colorado Boulder’s Office of the Registrar is seeking a Call Center Manager to lead the call center and front desk operations, supervising 10–15 student staff and 1–3 leads. The role focuses on delivering professional customer service and applying policy knowledge to complex inquiries.

The position offers a hybrid work modality, with responsibilities spanning staff development, metrics analysis, and process improvement to support enrollment services and student records.

Qualifications

• Bachelor's degree from a four-year accredited institution or equivalent experience.
• One year experience in higher education, preferably in admissions/bursars or registrar's office.
• Experience in a call center handling customer orders by phone and in person.
• Strong MS Excel, Word, Access and PowerPoint skills.
• Excellent oral and written communication abilities.

Responsibilities

• Provide progressive management and leadership to 10–15 student staff, including hiring, training, evaluating, coaching and supervising.
• Supervise data collection and analysis of call center metrics; develop dashboards or reports for leadership.
• Document processes to improve customer service and implement better workflows and tools.
• Ensure coverage and continuity between call center and front desk operations.

Skills

Leadership

Customer service

Data analysis

Communication

Education

Bachelor's degree

Job description

The University of Colorado Boulder’s Office of the Registrar is seeking a Call Center Manager to lead the call center and front desk operations, supervising 10–15 student staff and 1–3 leads. The role focuses on delivering professional customer service and applying policy knowledge to complex inquiries.

The position offers a hybrid work modality, with responsibilities spanning staff development, metrics analysis, and process improvement to support enrollment services and student records.