IMPORTANT APPLICATION INSTRUCTIONS:
Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.
Job Description
Position Summary:
Reporting to the Director of Red Hawk Central, the Associate Director of Enrollment Communication oversees daily operations of the institutional call center responsible for supporting Financial Aid, Student Accounts, and the Registrar. This position also tracks the call volume with the third-party call center and works with their managers to assess the escalations they are receiving. This position ensures high-quality service delivery, effective staff performance, and seamless coordination with a third-party call center partner for overflow call management. The Associate Director of Enrollment Communication monitors call quality, oversees escalation resolution, ensures accurate documentation, and uses data analytics to optimize call center operations. The role works closely with the Associate Director for Strategic Enrollment Services and the Associate Director for Customer Service to ensure all areas of Red Hawk Central are operating seamlessly together assisting students and staying informed of policy changes. This position will also work with various departments within Information Technology to support operational efficiency and service excellence.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Oversee day-to-day operations of the call center, ensuring consistent and professional service to students, families, and campus partners.
Monitor inbound call volume, wait times, and service levels, adjusting staffing as needed.
Review and evaluate call recordings and notes for accuracy, compliance, and service quality.
Handle escalated calls and support staff in resolving complex or sensitive issues.
Develop, implement, and maintain policies, procedures, and performance standards for call center operations.
Supervise, and train call center staff to support professional development and performance excellence.
Collaborate with the Associate Director for Strategic Enrollment Services and the Associate Director for Customer Service as part of the management team to ensure consistent communication and aligned service strategies.
Provide regular coaching and feedback to staff based on observed performance and analytics.
Serve as the primary liaison with the third-party call center to manage overflow call operations.
Ensure all third-party agents have the appropriate system access, updated information, and training to support accurate and efficient student service.
Monitor and evaluate the performance of the third-party call center, addressing issues and sharing updates with their management team.
Use call center analytics and reporting tools to evaluate call trends and informing the Director of any issues that may be arising.
Engage with the appropriate departments within Information Technology to ensure call routing, phone systems, and related technologies function correctly and efficiently.
Participate in system updates, testing, and troubleshooting to maintain consistent service availability.
Develop and maintain SOPs, ensuring that call notes and documentation meet departmental expectations.
Create regular reports on call center performance, trends, and areas for improvement.
Recommend enhancements to processes, training, and technology to improve efficiency and customer experience.
Performs other duties as assigned.
Management retains the right to add or change job duties at any time.
QUALIFICATIONS:
REQUIRED:
Master’s degree from an accredited college or university in higher education, call center management, or a related customer service field.
At least 5 years of experience in higher education, call center management, or a related customer service leadership role.
Strong knowledge of call center systems, analytics, and performance metrics.
Excellent communication, problem-solving, and interpersonal skills.
Ability to work collaboratively across departments and with external partners.
PREFERRED:
Familiarity with Financial Aid, Student Accounts, and Registrar operations.
Experience with Banner, WorkDay Student and Service NOW.
Experience working with third-party service providers.
PROCEDURE FOR CANDIDACY
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instruction.
Salary Range
$94,323.52-$103,758.27 AnnualThe position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance. For further details, please visit: https://www.montclair.edu/human-resources/benefits/
Montclair State University considers factors such as, but not limited to, scope and responsibilities of the position, candidate’s relevant work experience, education, skills, and internal equity, when extending an offer.
Salary offers for internal employees who are part of a collective bargaining unit (CBU) and are applying to a position that is within a CBU will be determined in accordance with contractual provisions.
Department
Red Hawk CentralPosition Type
AdministrativeContact Information:
For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent@montclair.edu.
Inclusion Statement
Montclair State University values access and educational excellence. We are committed to an environment of diverse perspectives which ensures that graduates will be civically engaged, committed to democracy, and prepared to thrive as global citizens. We foster a community that promotes varied experiences and voices. We seek applicants who will contribute diverse ideas and perspectives and who value an environment that promotes educational growth and advancement for all.
EEO/AA Statement
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.
Additional information can be found on the website at
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/
Title IX and 34 C.F.R. 106 Policy
Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/