Remote Contact Center Specialist: Elevate Student Experience

Westcliff University; Irvine (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Westcliff University is seeking a Remote Contact Center Specialist to support enrollment campaigns, ensure quality, and drive performance. The role focuses on managing call campaigns, monitoring call quality, and collaborating with Admissions to improve advisor effectiveness and the student experience.

The ideal candidate has a Bachelor’s degree and 3+ years of call center operations experience, with familiarity in Zoom Contact Center or similar systems.

Qualifications

• Bachelor’s degree required.
• 3+ years of experience managing call center operations, overseeing technology, processes, and operations, including call campaigns, diallers, call quality, reporting, and coordinating to enhance staff and customer experience.
• Experience with Zoom Contact Center or similar system (Five9, Talkdesk, NICE, etc.) required.
• Working knowledge of admissions business practices or sales processes strongly preferred.
• Strong interpersonal and communication skills, with the ability to collaborate across departments.
• Analytical mindset with experience using reports and dashboards to drive performance improvements.
• Comfortable working remotely in a fast-paced, metrics-driven setting.

Responsibilities

• Build, launch, and monitor outbound and inbound call campaigns and dialler campaigns.
• Configure and maintain automated workflows to ensure timely, efficient contact with prospective students.
• Coordinate phone blitzes and specialized outreach campaigns with Admissions leadership.
• In collaboration with IT, implement new features and improvements.
• Identify opportunities to streamline systems, scripts, and workflows to improve conversion and compliance.
• Develop and deliver call center user trainings.
• Review recorded calls and transcripts for compliance, quality, and alignment with enrollment goals.
• Provide actionable insights to Admissions Management for follow-up and performance improvement.
• Contribute to quality scorecards and call evaluation standards.
• Partner with Admissions Management to support advisor development, coaching, and accountability.
• Share QA findings and trend data to inform training sessions and performance discussions.
• Assist in onboarding new advisors by helping them understand outreach strategies and quality standards.
• Help ensure consistent messaging, adherence to scripts, and alignment with enrollment goals.
• Support advisor scheduling, coverage, and time-off tracking to ensure adequate staffing.
• Maintain dashboards and reports on call volume, contact rates, and conversion trends.

Skills

Interpersonal communication

Analytical mindset

Dashboards & reporting

Remote work

Education

Bachelor's degree

Tools

Zoom Contact Center

Five9

Talkdesk

NICE

Job description

Westcliff University is seeking a Remote Contact Center Specialist to support enrollment campaigns, ensure quality, and drive performance. The role focuses on managing call campaigns, monitoring call quality, and collaborating with Admissions to improve advisor effectiveness and the student experience.

The ideal candidate has a Bachelor’s degree and 3+ years of call center operations experience, with familiarity in Zoom Contact Center or similar systems.