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Student Engagement Coordinator

2 months ago

Carlsbad, United States InsideHigherEd Full time

Compensation: $21.04-$25.25

Position Overview: Under the supervision of the Associate Director of the Contact Center, the Student Engagement Coordinator is responsible for managing and directing the daily functions of the call center. This role is pivotal in ensuring that call center agents are effectively trained and guided to deliver exceptional service. Key responsibilities include monitoring agent performance, addressing challenges, analyzing call center metrics, and preparing staffing schedules.

Key Responsibilities:

  • Delivering information and support regarding a variety of services and programs, including financial assistance, enrollment procedures, assessment tests, and student resources.
  • Overseeing Contact Center personnel, conducting training sessions, assessing work quality, organizing schedules, and managing administrative duties.
  • Maintaining and updating database records, utilizing customer relationship management systems, generating reports, and providing administrative assistance.
  • Staying informed about institutional offerings and community resources, managing multiple communication channels, and participating in meetings aimed at quality enhancement.
  • Establishing performance monitoring standards, analyzing outcomes, coordinating staff schedules, and ensuring high service quality.
  • Setting and achieving performance objectives, evaluating team members, resolving client issues, and facilitating internal communication.
  • Addressing complex inquiries, troubleshooting operational challenges, and executing other related tasks as needed.

Minimum Qualifications:

  • An Associate's degree in Business Administration or a related discipline, along with four years of relevant experience, including at least one year in a supervisory capacity.

Preferred Qualifications:

  • Bilingual capabilities.

Equal Employment Opportunity Statement: InsideHigherEd is an equal opportunity employer that values diversity and does not discriminate based on various factors. We are committed to inclusive employment practices.