Job Information
St. George's University Director, Admissions Contact Center in Great River, New York
Director, Admissions Contact Center
The Director, Admissions Contact Center designs and executes strategies to support and engage prospective students, fostering a strong interest in SGU programs. This role ensures that all prospective students from the United States and Canada receive outstanding, personalized support at the start of their applicant journey. Reporting into the Executive Director, Admissions, the Director, Admissions Contact Center oversees the Admissions Contact Center and manages the dedicated team of full-time and part-time enrollment advisors, responsible for expertly guiding and nurturing prospective students through personalized interactions and skillfully matching them to the SGU programs that align with their professional goals.
Essential Functions
In coordination with key leadership, implement and monitor strategies that raise awareness and interest in SGU and enhance the overall prospect experience.
Manage and direct all aspects of Admissions Contact Center in a manner that maximizes student satisfaction while meeting all metrics for student-centric service.
Lead and manage the enrollment advisor team, providing feedback, coaching, and support to ensure high performance and achievement of departmental goals.
Oversee the daily operations of the Admissions Contact Center, including ensuring key metrics for student-centric service are met.
Maintain a high level of knowledge about SGU programs, services, and market competitors and be able to communicate information with confidence and transparency
Respond and resolve escalated issues in a timely and professional manner.
In collaboration with the Performance Management Team, review student feedback and data to identify trends, areas for improvement, and opportunities to enhance the student experience.
Collaborate with teams across MREO and USS to ensure a seamless student experience and alignment of student service goals with overall business objectives.
In partnership with VP, Student Recruitment and the Executive Directors for Recruitment and Admissions, develop and implement Admissions Contact Center student service policies, procedures, and standards to ensure consistent and high-quality service delivery.
Monitor and assess student service performance metrics, such as response time, movement through funnel and student satisfaction scores, and implement additional strategies and supports as needed.
Oversee the hiring, training, and supervision of contact center employees.
Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the student service team.
Other duties and projects as assigned.
Essential Knowledge, Skills and Activities
Proven experience in a student service management role with the ability to motivate and inspire a team to achieve high performance and exceed student expectations.
Experience managing/leading a contact center preferred.
Excellent communication and interpersonal skills, with the ability to effectively interact with students, employees, and stakeholders at all levels of the organization.
Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for student issues and concerns.
Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
Detail-oriented with a commitment to accuracy and quality in all aspects of student service operations.
Proficient in using higher education student information systems and software, such as Banner and Salesforce CRM, and other relevant tools to manage student interactions and track performance metrics.
Excellent analytical and data-driven decision-making skills, with the ability to use student insights to drive continuous improvement.
Qualifications
Bachelor's degree required.
5+ years of experience in admissions, enrollment management, or related field.
2+ years’ experience managing mid to large teams
Experience with admissions software and CRM systems.
Proven track record of delivering exceptional student service
Hours and Travel
A typical work week is 37.5 hours Monday through Friday 9am to 5pm.
Flexibility and willingness to work evening hours and weekends in support of peak-time initiatives.
This is a hybrid position. Three days are worked onsite, and two days are remote per week.
The anticipated salary range for Director, Admissions Contact Center is $106,250 to $125,000. The final salary offered may vary and will be determined based on factors such as the job-related knowledge, skills, experience, and education of the successful candidate. This information is provided per NYS local law.
We Are
· Student Centric: We approach every task with a focus on supporting our students to achieve their lifelong learning goals in a safe, vibrant and welcoming environment.
· A Global Community: We are one team with an international outlook welcoming the strength in our diversity and the value each of us brings to what we do.
· Accountable: We take responsibility for our actions by being responsive, resourceful and respectful in delivering on our commitments with integrity and the highest ethical standards.
· Collaborative: We support and empower one another through open communications, cooperation, sharing knowledge and taking time to always listen and show we care.
· Committed to Excellence: We take pride in our ongoing pursuit for continuous improvement through creativity, rigor and best practices to produce meaningful outcomes.
About University Support Services, LLC
University Support Services LLC (USS) is an affiliate of St. George's University (SGU), a leading provider of international medical education. SGU students and faculty come from 151 countries to the island of Grenada, located in the West Indies. Our purpose is to support SGU to deliver best in class education for all SGU students. We put a special focus on the growing global need for diverse high-quality medical and healthcare professionals. USS is pivotal in positioning SGU as a premiere medical degree institute through its student-facing as well as functional support teams.
USS is an equal opportunity employer. As such, it is company policy to fill positions with qualified candidates regardless of race, color, sex (including sexual orientation and gender presentation), age, religion, ancestry, national origin, citizenship status, pregnancy, marital status, medical condition, genetic information, disability, status in the Uniformed Services of the United States (including veteran status) or status as a victim of domestic violence, except where there is a bona fide occupational qualification. This policy protects applicants and employees from discrimination in the hiring process.