Phone Center Supervisor & Admissions Generalist en None
None · Grand Rapids, Estados Unidos De América · Onsite
- Professional
- Oficina en Grand Rapids
Monday-Thursday 12pm-9pm and
Friday, 8am-12pm OR 12pm-4:30pm (flexible)
Job Summary:
We are seeking a welcoming, motivated and organized Phone Center Supervisor and Enrollment Generalist to oversee the daily operations of our part-time call center team. The ideal candidate will be responsible for managing a team of call center agents, ensuring quality customer interactions, maintaining performance standards, and providing coaching and support to meet department goals. The phone center is open from 5-9PM on Mondays-Thursdays. When the phone center is closed, this position will provide support to the Enrollment Management team.
Key Responsibilities:
Supervise daily activities of part-time Outreach Specialists to ensure smooth operations and excellent service delivery
Monitor call performance metrics (e.g., call volume, handle time, customer satisfaction) and provide real-time feedback
Schedule shifts and manage attendance, ensuring adequate coverage during operating hours
Responsible for hiring of Outreach Specialists and performance evaluations
Conduct regular team meetings, training sessions, and one-on-one coaching
Handle escalated customer issues and ensure timely resolution
Collaborate with management to develop and implement process improvements
Compile and generate timely and accurate periodic statistical reports
Assist with prospect downloading and calling list creation and maintenance, as well as troubleshooting and maintaining recruiter’s phone and computer equipment needs.
Ensure compliance with company policies, procedures, and quality standards
Foster a positive, motivated, and accountable team environment
Assists in script writing for various outreach events
Generate letters of confirmation of award
Assist Advancement Office, Advantage Center and other departments on campus with telemarketing needs.
Takes the lead on faculty outreach shifts and the biannual faculty CAREs event
In coordination with the Advancement Office, takes the lead on the Admissions Champion Program outreach efforts.
When the phone center is closed, assists the enrollment team including working the admissions front desk, assisting in visit coordination, resolving duplicate records, and entering prospective student data.
Approximately 3 hours per day will be spent assisting the Financial Aid department.
Assist with administrative tasks within the financial aid office including document intake, data entry, and student follow-up.
Provide frontline support to students and families regarding financial aid inquiries.
Collaborate with Financial Aid staff to ensure timely processing and communication.
Monitor and respond to Financial Aid inbox inquiries during assigned hours.
Other duties as assigned.
Qualifications:
High school diploma or equivalent required; associate or bachelor’s degree preferred
2+ years of call center experience, with at least 1 year in a supervisory or lead role preferred
Strong leadership and interpersonal skills
Excellent verbal and written communication abilities
Proficiency with call center software, CRM systems, and performance dashboards
Ability to multitask and work effectively in a fast-paced environment
Welcoming attitude for all
The ideal candidate will thrive in a fast-paced environment and demonstrate flexibility in managing cross-functional responsibilities.
Preferred Skills:
Bilingual (depending on customer base)
Experience in training and coaching remote teams
Familiarity with Technolutions’ Slate CRM system
