[Hiring] Contact Center Specialist @Westcliff University

Role Description

The Contact Center Specialist plays a critical role in supporting the effectiveness and compliance of the enrollment contact center. This role focuses on managing call campaigns, monitoring call quality, and collaborating closely with Admissions Management to enhance advisor performance and training. The ideal candidate has a strong understanding of admissions or sales business practices, excels at using contact center technology, and is passionate about improving both operational efficiency and the student experience.

Key Responsibilities

• Contact Center Operations & Workflow Support
  • Build, launch, and monitor outbound and inbound call campaigns and dialler campaigns in Zoom Contact Center.
  • Configure and maintain automated workflows to ensure timely, efficient contact with prospective students.
  • Coordinate phone blitzes and specialized outreach campaigns in partnership with Admissions leadership.
  • In collaboration with IT department, 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.
• Quality Assurance & Performance Insights
  • Review recorded calls and transcripts for compliance, quality, and alignment with enrollment goals.
  • Identify keywords, red flags, or behavioral patterns that signal training or coaching needs.
  • Provide actionable insights to Admissions Management for follow-up and performance improvement.
  • Contribute to developing quality scorecards and call evaluation standards.
• Collaboration & Training Support
  • Partner closely 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 the institution’s enrollment goals.
• Workforce Coordination & Reporting
  • Support advisor scheduling, coverage, and time-off tracking to ensure adequate contact center staffing.
  • Maintain dashboards and reports on call volume, contact rates, and conversion trends.
  • Communicate campaign performance and advisor engagement metrics to leadership.
  • Achieve/maintain service levels through workforce management.

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 collaborating to enhance staff and customer experience, and training.
• 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.

Requirements

• All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
• Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
• Requirements are representative of minimum levels of knowledge, skills and/or abilities.
• To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.
• Continued employment remains on an at-will basis, unless otherwise contractually bound.