Associate Director for Enrollment Communications
About The Position
Reporting to the Director of Red Hawk Central, the Associate Director of Enrollment Communication oversees daily operations of the institutional call center responsible for supporting Financial Aid, Student Accounts, and the Registrar. This position also tracks the call volume with the third-party call center and works with their managers to assess the escalations they are receiving. This position ensures high-quality service delivery, effective staff performance, and seamless coordination with a third-party call center partner for overflow call management. The Associate Director of Enrollment Communication monitors call quality, oversees escalation resolution, ensures accurate documentation, and uses data analytics to optimize call center operations. The role works closely with the Associate Director for Strategic Enrollment Services and the Associate Director for Customer Service to ensure all areas of Red Hawk Central are operating seamlessly together assisting students and staying informed of policy changes. This position will also work with various departments within Information Technology to support operational efficiency and service excellence.
Requirements
- Master’s degree from an accredited college or university in higher education, call center management, or a related customer service field.
- At least 5 years of experience in higher education, call center management, or a related customer service leadership role.
- Strong knowledge of call center systems, analytics, and performance metrics.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to work collaboratively across departments and with external partners.
Nice To Haves
- Familiarity with Financial Aid, Student Accounts, and Registrar operations.
- Experience with Banner, WorkDay Student and Service NOW.
- Experience working with third-party service providers.
Responsibilities
- Oversee day-to-day operations of the call center, ensuring consistent and professional service to students, families, and campus partners.
- Monitor inbound call volume, wait times, and service levels, adjusting staffing as needed.
- Review and evaluate call recordings and notes for accuracy, compliance, and service quality.
- Handle escalated calls and support staff in resolving complex or sensitive issues.
- Develop, implement, and maintain policies, procedures, and performance standards for call center operations.
- Supervise, and train call center staff to support professional development and performance excellence.
- Collaborate with the Associate Director for Strategic Enrollment Services and the Associate Director for Customer Service as part of the management team to ensure consistent communication and aligned service strategies.
- Provide regular coaching and feedback to staff based on observed performance and analytics.
- Serve as the primary liaison with the third-party call center to manage overflow call operations.
- Ensure all third-party agents have the appropriate system access, updated information, and training to support accurate and efficient student service.
- Monitor and evaluate the performance of the third-party call center, addressing issues and sharing updates with their management team.
- Use call center analytics and reporting tools to evaluate call trends and informing the Director of any issues that may be arising.
- Engage with the appropriate departments within Information Technology to ensure call routing, phone systems, and related technologies function correctly and efficiently.
- Participate in system updates, testing, and troubleshooting to maintain consistent service availability.
- Develop and maintain SOPs, ensuring that call notes and documentation meet departmental expectations.
- Create regular reports on call center performance, trends, and areas for improvement.
- Recommend enhancements to processes, training, and technology to improve efficiency and customer experience.
- Performs other duties as assigned.
- Management retains the right to add or change job duties at any time.
Benefits
- The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance.
- For further details, please visit: https://www.montclair.edu/human-resources/benefits/
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What This Job Offers
Job Type
Full-time
Career Level
Director
