Student Services Analyst (Contact Center Lead)

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

Student Services Analyst (Contact Center Lead)

Job ID: 323256

Location: GateWay Community College

Full/Part Time: Full Time

Regular/Temporary: Regular

Hiring Salary Range: $53,050.25 - $68,964.82/annually, DOE

Grade: 114

Work Schedule: Monday - Friday, 8am - 5pm; some evenings and weekends may be required
Summer Hours: Monday - Thursday, 7am-6pm

Work Calendar: 12 Months

Maricopa Summary

10 Colleges. Unlimited Opportunities.

The Maricopa County Community College District is one of the largest community college systems in the nation. Home to 10 individually accredited community colleges and 31 satellite locations, we proudly serve students in every corner of the Valley. Each day, our dedicated faculty, staff, and administrators, live out our vision-creating excellence in education for a better world.

We focus on people-not profits. With 100% acceptance, zero rejections, and affordable tuition, we provide the flexibility and support our students need to succeed in and beyond the classroom. Discover how we're changing college.

We don't just support our community-we help build it. We are the largest provider of workforce development training in the state. The activities of our colleges and their students support one out of every 28 jobs in Maricopa County. Learn about our economic impact.

We believe our employees are our most valuable asset. Our 10 colleges and District Office support nearly 10,000 jobs and careers throughout Greater Phoenix.

Join us in making a real difference in the lives of over 140,000 college students each year.

Benefits

Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees' and their families' health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community. Explore the wide range of benefits and perks available to eligible employees at MCCCD:

Affordable and Comprehensive Benefits Package:

• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off: Vacation, Sick Leave, and Personal Time
• 20 Paid Observed Holidays
• Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
• Arizona State Retirement System (ASRS) Pension, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
• Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
• Tuition Reimbursement for employees and dependents
• Annual Professional Development Funding
• Flexible Work Schedules

Employee Health & Wellness Programs:

• District-Wide Wellness Program with Workshops and Webinars
• Monthly Health & Wellness Calendar and Newsletter
• Virta Diabetes Reversal Program and Support Groups
• Employee Assistance Program (EAP)
• Sight-On-Site Eye Care Services
• Pre-Retirement Planning Events
• Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)

Job Summary

GateWay Community College (GWCC) is now hiring! This exciting position at GateWay will be responsible to train and lead Contact Center staff on Enrollment Services policies, processes and procedures, such as Admissions and Records, Financial Aid, Cashier, and Advisement. The person hired for this role will respond and resolve difficult inquiries escalated from staff and students. Manages and maintains GWC Customer Relations Management database (ASSIST, Salesforce) by providing training to student service staff, composes, edits and prepares correspondence and reports pertaining to Enrollment Services, and communicates college campaigns, and tracking. The Student Services Analyst collaborates with Enrollment Services departments and District Office recommending practices related to CRM. This position has the potential to work in a hybrid onsite and remote environment.

Essential Functions

40% - Contact Center Operations & Staff Leadership
Oversees daily operations of the Contact Center and provides leadership to Student Services Specialists and Part Time staff. Manages call flow across multiple phone queues, ensures timely and accurate responses to inquiries, and serves as a liaison with departments such as Admissions and Records, Recruitment, Financial Aid, and Advisement. Trains, coaches, and develops staff, monitors calls for quality assurance, creates training materials, and implements customer service improvement plans. Supports and plans outreach call and text campaigns to engage prospective and current students. Handles escalated calls, resolving complex student concerns with advanced problem-solving and support. Manages Part Time Staff and Federal Work Study employees.

25% - Direct Student Support
Assists credit, non-credit, and clock hour students (prospective, new, and continuing) via phone, chat, and email, particularly during peak enrollment and other high-demand periods. Provides limited guidance in student services processes such as recruitment, admissions, registration, financial aid, placement testing, and academic advisement, and ensures students are connected to the appropriate resources. Collaborates with recruitment events and initiatives

25% - Data Analysis & Reporting
Establishes systems for tracking and assessing customer service, call/chat volume, and phone system connectivity. Analyzes service metrics and reporting data to identify enrollment trends, prepares and reconciles reports, and uses findings to support strategic decision-making for Enrollment Services.

10% - Collaboration & Compliance
Collaborates with student service and academic departments to address enrollment services needs and supports cross-functional planning throughout the year. Ensures compliance with college, district, state, and federal policies; may represent the Contact Center in committees or meetings. Contributes to quality assurance initiatives and continuous improvement for Enrollment Services. Other duties as assigned.

Minimum Qualifications

Bachelor's Degree from a regionally accredited institution and two (2) years of student services or college teaching experience, or experience coordinating, administering, planning, or evaluating programs.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Desired Qualifications

• A. Two (2) or more years of experience working in a student services/student affairs college setting (recruitment, admissions, or advising preferred) implementing admissions and student service procedures/processes
• B. Two (2) or more years of experience administering, coordinating, managing, and monitoring communication campaigns to prospective students or customers using computer telephony integration software
• C. Two (2) or more years of experience utilizing technology and database management systems to support student or customer services.
• D. One (1) or more years of experience utilizing a Customer Relations Management (CRM) tool to manage and track communication of external stakeholders
• E. One (1) or more years of lead or supervisory experience, including staff coordination, coaching, observation, or evaluation of staff and/or projects.
• F. Experience with the use and maintenance of online and/or web-based delivery of programs and services such as queue management systems, interactive online forms, and electronic form submissions
• G. One (1) or more years of experience creating, analyzing, and interpreting data reports to support decision making.
• H.One (1) year full-time relevant MCCCD experience during the previous two (2) years

Special Working Conditions

• Will be required to travel or be assigned to all GateWay locations
• May require some evenings or weekends
• May require prolonged periods of viewing a computer screen
• May be required to lift or carry up to #25 lbs
• MCCCD does not sponsor individuals for any type of work visas

Posting Close Date

Open until filled

First Review 09/16/2026

Applications received after the review date may not be screened

EEO, Title IX, & Clery Act

Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education, against any applicant, employee, or student because of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status (including document abuse), age, disability, veteran status or genetic information.

Title IX of the Education Amendments of 1972, states: "No person in the United States shall, on the basis of sex, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any education program or activity receiving Federal financial assistance."

The policy of the MCCCD is to provide an educational, employment, and business environment free of gender discrimination. Incidents of misconduct should be reported to the college Title IX Coordinator, as outlined in policy, contact information is available at this link Title IX Coordinators.

The Clery Act is a Federal law requiring United States Colleges and Universities to disclose information about crime on and around their campuses. Crime reporting data for each of the Maricopa Community Colleges, as required under the Clery Act, is available at this link Clery Act.