Student Services Analyst Contact Center Lead

GateWay Community College (GWCC) is now hiring! This exciting position at GateWay will be responsible to train and lead Contact Center staff on Enrollment Services policies, processes and procedures, such as Admissions and Records, Financial Aid, Cashier, and Advisement. The person hired for this role will respond and resolve difficult inquiries escalated from staff and students. Manages and maintains GWC Customer Relations Management database (ASSIST, Salesforce) by providing training to student service staff, composes, edits and prepares correspondence and reports pertaining to Enrollment Services, and communicates college campaigns, and tracking. The Student Services Analyst collaborates with Enrollment Services departments and District Office recommending practices related to CRM. This position has the potential to work in a hybrid onsite and remote environment.

Essential Functions

40% - Contact Center Operations & Staff Leadership

Oversees daily operations of the Contact Center and provides leadership to Student Services Specialists and Part Time staff. Manages call flow across multiple phone queues, ensures timely and accurate responses to inquiries, and serves as a liaison with departments such as Admissions and Records, Recruitment, Financial Aid, and Advisement. Trains, coaches, and develops staff, monitors calls for quality assurance, creates training materials, and implements customer service improvement plans. Supports and plans outreach call and text campaigns to engage prospective and current students. Handles escalated calls, resolving complex student concerns with advanced problem-solving and support. Manages Part Time Staff and Federal Work Study employees.

25% - Direct Student Support

Assists credit, non-credit, and clock hour students (prospective, new, and continuing) via phone, chat, and email, particularly during peak enrollment and other high-demand periods. Provides limited guidance in student services processes such as recruitment, admissions, registration, financial aid, placement testing, and academic advisement, and ensures students are connected to the appropriate resources. Collaborates with recruitment events and initiatives

25% - Data Analysis & Reporting

Establishes systems for tracking and assessing customer service, call/chat volume, and phone system connectivity. Analyzes service metrics and reporting data to identify enrollment trends, prepares and reconciles reports, and uses findings to support strategic decision-making for Enrollment Services.

10% - Collaboration & Compliance

Collaborates with student service and academic departments to address enrollment services needs and supports cross-functional planning throughout the year. Ensures compliance with college, district, state, and federal policies; may represent the Contact Center in committees or meetings. Contributes to quality assurance initiatives and continuous improvement for Enrollment Services. Other duties as assigned.