Copy of Contact Center Specialist (Call Center Remote-US)

About the Company

Westcliff is a leader in innovative global education, respected for transformative, technologically advanced programs and initiatives with a focus on excellence, social responsibility, and diversity. The university’s mission—“Educate. Inspire. Empower.”—reflects its commitment to enhancing opportunities for students and employees through education and hard work. Westcliff fosters a family-like atmosphere that values and respects each team member, offering strong company values, outstanding benefits, and the opportunity to make a tangible impact.

About the Role

The Contact Center Specialist plays a critical role in supporting the effectiveness and compliance of the enrollment contact center. This remote position focuses on managing call campaigns, monitoring call quality, and collaborating 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 operational efficiency and the student experience.

Responsibilities

• Contact Center Operations & Workflow Support
  • Build, launch, and monitor outbound and inbound call campaigns and dialer 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.
• Quality Assurance & Performance Insights
  • 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.
• Collaboration & Training Support
  • 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.
• Workforce Coordination & Reporting
  • 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 and maintain service levels through workforce management.

Requirements

• Bachelor’s degree required.
• 3+ years of experience managing call center operations, including call campaigns, dialers, call quality, reporting, and training.
• Experience with Zoom Contact Center or similar systems (e.g., Five9, Talkdesk, NICE) required.
• Working knowledge of admissions business practices or sales processes strongly preferred.
• 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.