University Call Center Manager

Job Description

Job Description

University Call Center Manager

Hallmark University is seeking a Call Center Manager to lead the daily operations of our call center, which serves as the first point of contact for prospective students. This role is critical in driving student engagement and supporting enrollment goals through exceptional customer service and efficient processes.

Key Responsibilities:

• Hire, onboard, and train call center staff.
• Coach team members to resolve challenging customer service issues and improve performance.
• Lead team meetings and training sessions on processes, expectations, and Salesforce activity tracking.
• Review call recordings and conduct weekly quality assurance evaluations to ensure service excellence.
• Analyze call center data and prepare reports for senior leadership.
• Collaborate with Admissions, Outreach, Marketing, and IT teams to optimize recruitment strategies and processes.
• Manage appointment calendars and prepare work schedules for adequate coverage.
• Monitor and manage inquiry distribution across calls, emails, and texting platforms.
• Drive the team to meet and exceed quantitative and qualitative goals.

Qualifications:

Required:

• Bachelor’s degree from an accredited institution.
• Strong leadership and problem-solving skills.
• Ability to work independently in a fast-paced environment.
• Excellent customer service and communication skills.

Preferred:

• Experience with Salesforce CRM.

Skills & Competencies:

• Exceptional telephone and organizational skills.
• High motivation and passion for student success.
• Ability to multitask and adapt to change.
• Proficiency with computer software and phone systems.

Why Join Us?

At Hallmark University, you’ll be part of a mission-driven team committed to student success. We offer opportunities for professional development, continued education, and participation in our Hallmark Character Program , which promotes our core values.