Contact Center Specialist (Call Center Remote-US)

Westcliff University•Irvine, CA

13d•Remote

About The Position

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.

Requirements

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.
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.

Nice To Haves

Working knowledge of admissions business practices or sales processes strongly preferred.

Responsibilities

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.
Implement new features and improvements in collaboration with the IT department.
Identify opportunities to streamline systems, scripts, and workflows to improve conversion and compliance.
Develop and deliver call center user trainings.
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.
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.
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.