Supervisor, Student Records

Job Description

The Supervisor, Student Records is responsible for their assigned team maintaining their departmental service level agreements and quality assurance standards. In addition, Supervisors collaborate with all of Records’ Leadership in achieving organizational and functional goals as well as serving as advisors on their specialization for project groups and stakeholders.

This role involves managing daily team operations, including hiring, training, and motivating staff, as well as providing regular coaching and performance feedback related to:

• Scheduling
• Team management
• Coaching/leading
• Team training
• Aiding with team coverage and workspace overflow
• Identifying and reporting on volumes, trends, and patterns within their workspace
• Overseeing daily workspace workflows and general team task assignments
• Managing special projects for the associated workspace
• Performing senior level data reporting and reconciliation.

What You’ll Do

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.

Knowledge, Skills, and Abilities

You'll Need to Be Successful:

• 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.

What You'll Bring (Minimum Requirements)

• Education: Bachelor's degree in related field.
• Experience: 3 or more years of experience in a contact center environment or previous leadership experience.
• Experience in lieu of education: Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.

Bonus Points for (Preferred Qualifications)

• 2 or more years of experience and advanced level knowledge gained from working in Student Affairs.

What to Expect

• Introductory call with Talent Partner
  Hiring manager interview
  Senior manager interview
  Literature Principles interview

Work Location

This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

Travel

This position requires occasional travel of up to 10%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed.

Additional Information

• Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
• Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.