Student Records Team Lead - Data-Driven Ops

WGU; Salt Lake City (UT); On-site; USD 70,000 - 116,000; Full time

Benefits offered by this job

Bonuses

Health insurance

Dental

Vision

Telehealth

Mental health

Tuition discount

Retirement plan

Paid time off

Holidays

Parental leave

Job summary

WGU in Salt Lake City, Utah is seeking a dedicated Supervisor, Student Records to lead a high-performing team delivering accurate, timely service. You will oversee scheduling, training, coaching, performance, and workflow while partnering with Records leadership on goals and projects.

You will apply data-driven insights to improve processes, ensure compliance, and support student outcomes. This is a full-time, in-office role with a comprehensive benefits package and opportunities for growth.

Qualifications

• Bachelor's degree in related field required.
• 3+ years of experience in a contact center or leadership role.
• Equivalent experience may substitute for degree requirements.

Responsibilities

• Lead daily operations for the Student Records team, ensuring SLAs and quality standards are met.
• Coach, train, and develop team members for performance improvements.
• Oversee workflow distribution, queue management, and resource alignment for efficiency.
• Serve as SME across Student Records processes and partner with other teams.
• Identify trends in data to inform process improvements and business decisions.
• Lead special projects to improve systems, workflows, and student outcomes.
• Ensure compliance with institutional policies and contribute to policy enhancements.

Skills

Team leadership

Data analysis

Prioritization

Coaching

Communication

Microsoft Office

Cross-system experience

Accountability

Education

Bachelor's degree

Tools

Microsoft Office

Job description

WGU in Salt Lake City, Utah is seeking a dedicated Supervisor, Student Records to lead a high-performing team delivering accurate, timely service. You will oversee scheduling, training, coaching, performance, and workflow while partnering with Records leadership on goals and projects.

You will apply data-driven insights to improve processes, ensure compliance, and support student outcomes. This is a full-time, in-office role with a comprehensive benefits package and opportunities for growth.