Enrollment Operations Manager/Contact Center Supervisor
Philippines
Permanent
Full-time
29 days ago
**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING*** JOB TITLE: Enrollment Operations Manager/Contact Center Supervisor RATE: TBD Work Type: Remote/WFH Fulltime Working Hours : TBD (Usually US Hours/Night shift) Start Date : TBD JOB OVERVIEW: We are looking for a highly organized and strategic Enrollment Operations Manager / Contact Center Supervisor to lead our enrollment support operations within the education sector. This role is responsible for supervising a team of enrollment counselors and contact center agents, ensuring exceptional student experiences, meeting enrollment goals, and maintaining service excellence throughout the admissions process. JOB ROLE & RESPONSIBILITIES: Lead and supervise the daily operations of the enrollment contact center, ensuring high-quality support and guidance for prospective students Monitor performance metrics such as response time, call handling, student satisfaction, and enrollment conversions Develop and implement operational policies and workflows to streamline the enrollment process and improve student engagement Coach and mentor enrollment counselors and agents through regular performance reviews, training sessions, and feedback Manage scheduling and staffing to ensure adequate coverage for peak enrollment periods Collaborate with admissions, marketing, financial aid, and academic teams to align goals and ensure a seamless student onboarding experience Resolve escalated student concerns and inquiries professionally and efficiently Analyze data to identify trends, track enrollment targets, and support decision-making through actionable insights. Ensure compliance with institutional policies, data privacy regulations, and accreditation standards Support CRM or enrollment platform enhancements, contributing to system testing and staff training Ensure compliance with regulatory requirements, data privacy policies, and quality standards Support system implementations and upgrades impacting the enrollment process or contact center operations JOB REQUIREMENTS: Qualifications: Bachelor's degree in Education, Business Administration, Communications, or a related field 3-5+ years of experience in enrollment management, contact center supervision, or student services within an educational institution Proven leadership and team management experience in a performance-driven environment Strong understanding of enrollment cycles, student engagement strategies, and education industry standards Excellent interpersonal, communication, and conflict resolution skills Proficiency in CRM systems and call center technologies (e.g., Salesforce, Slate, HubSpot, Five9) Ability to analyze performance data and implement process improvements Commitment to student success and a high standard of service delivery Preferred Skills: Experience in online or hybrid education environments Familiarity with FERPA, data privacy, and compliance requirements in higher education Knowledge of student information systems Show more Show less