Supervisor, Student Records
About The Position
If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
Requirements
- Experience leading or supervising teams in a fast-paced, high-volume environment.
- Strong analytical skills with the ability to interpret and present data to stakeholders.
- Ability to manage competing priorities, meet deadlines, and adapt to changing business needs.
- Demonstrated effectiveness in coaching, developing, and motivating team members.
- Strong communication skills with the ability to collaborate cross-functionally.
- Proficiency with Microsoft Office tools and experience working across multiple systems.
- High level of accountability, integrity, and commitment to organizational success.
- Bachelor's degree in related field.
- 3 or more years of experience in a contact center environment or previous leadership experience.
- Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.
Nice To Haves
- 2 or more years of experience and advanced level knowledge gained from working in Student Affairs.
Responsibilities
- Lead daily operations for the Student Records team, ensuring service level agreements and quality standards are consistently met.
- Manage team performance through coaching, feedback, training, and development initiatives.
- Oversee workflow distribution, queue management, and resource alignment to support operational efficiency.
- Partner across teams and functions as a subject matter expert and advisor on Student Records processes.
- Identify trends, patterns, and opportunities within data to inform process improvements and business decisions.
- Support and lead special projects that improve systems, workflows, and student outcomes.
- Ensure compliance with institutional policies while contributing to process and policy enhancements.
Benefits
- medical, dental, vision, telehealth and mental healthcare
- health savings account and flexible spending account
- basic and voluntary life insurance
- disability coverage
- accident, critical illness and hospital indemnity supplemental coverages
- legal and identity theft coverage
- retirement savings plan
- wellbeing program
- discounted WGU tuition
- flexible paid time off for rest and relaxation with no need for accrual
- flexible paid sick time with no need for accrual
- 11 paid holidays
- other paid leaves, including up to 12 weeks of parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
