Contact Center Admissions Supervisor - US Residents Only

About Elevation ConnectElevation Connect delivers a different kind of contact center experience—one powered by talented professionals who care deeply about the people they serve. Our team combines operational excellence with authentic human connection to support our clients and their customers. We’re proud of our Performance for Purpose model, which supports philanthropic initiatives that strengthen our communities. When our team members succeed, our communities benefit. We are growing and seeking an experienced Contact Center Admissions Supervisor with Higher Education contact center experience to help guide our team in supporting students, prospective students, and institutional partners. This position is work from home in one of the following states: AL, CO (excluding Denver and Edgewater), FL, GA, KS, LA, MI, NC, OH, OK, SC, TX Position Overview The Contact Center Team Lead is responsible for leading, coaching, and developing a team of contact center agents to deliver exceptional service and achieve performance goals. This role plays a critical part in ensuring a high-quality experience for students and stakeholders while driving operational excellence and continuous improvement. The ideal candidate brings prior leadership experience in a Higher Education contact center environment and is passionate about developing people, improving performance, and supporting student success. Key Responsibilities Team Leadership & Coaching Lead, coach, and develop a team of contact center agents to achieve performance and quality standards Provide ongoing feedback, coaching, and performance management to support individual and team success Assist with hiring, onboarding, and training new team members Foster a positive, engaging, and accountable team culture Operational Excellence Monitor team performance using KPIs such as service level, quality, productivity, and customer satisfaction Identify performance trends and implement action plans to improve results Ensure compliance with client requirements, policies, procedures, and documentation standards Support workforce needs, including scheduling alignment and peak season readiness Student & Customer Experience Serve as a point of escalation for complex or sensitive student and customer inquiries Ensure professional, empathetic, and accurate service delivery Promote a student-centric and solutions-focused mindset Reporting & Continuous Improvement Analyze performance data and prepare reports for leadership Identify process improvement opportunities and recommend solutions Collaborate with leadership and cross-functional teams to enhance operations Required Qualifications High school diploma or equivalent required; associate or bachelor’s degree preferred 1–3 years of contact center supervisory or team lead experience required Experience supporting Higher Education contact center programs strongly preferred (admissions, enrollment, financial aid, student services, or similar) Strong leadership, coaching, and performance management skills Excellent verbal and written communication skills Ability to analyze performance metrics and drive improvement Proficiency with contact center platforms, CRM systems, and Microsoft Office (Excel, Outlook, Word, PowerPoint) Ability to manage multiple priorities in a fast-paced environment Work Schedule Monday–Friday between 8:00 AM and 8:00 PM MST Availability for extended hours during peak season (October–April) This position requires mandatory full attendance during the first two months of peak season each year, from October through November – including the days before and after the Thanksgiving Day holiday. Technology RequirementsWindows PCDual Core CPU (1.5GHz or better)8GB RAM20GB Free Disk space Windows 8.1, or 10macOSIntel Core i7, 2.3 Ghz8GB RAMMavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12Chromebooks and Linux systems are not supportedHigh-speed internetInternet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)Latency from employee to data center should be under 150ms one-wayWireless connections (Wi-Fi) are not supported. Employees should be directly connected to their ISP router with an Ethernet cableSatellite internet is not currently supportedWired USB Headset, camera and smartphone (for security ID only) requiredCompensation & Benefits Hourly Wage/Salary: $20.43 - $25.00/hour ($42,500 - $52,000/Annually)Medical, Dental, and Vision insurance Paid Time Off (PTO) Remote work environment Career growth and development opportunities Supportive, mission-driven culture Why Join Elevation Connect? Make an impact supporting students and educational institutions Lead a team in a growing, mission-focused organization Work remotely with a collaborative and supportive leadership team Develop your leadership career in a stable, expanding company Important Notice Elevation Connect will only contact candidates directly regarding applications. We will never request fees or banking information during the hiring process. Please be cautious of recruitment scams.