Call Center Manager/ Enrollment Management

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Job Posting Title:

Call Center Manager/ Enrollment Management

Position Type:

Professional / Unclassified

Department:

LSUAM Pres - EM - Rec - Events - Visit Experience and Campus Engagement (Gabe Sigl (00050132))

Work Location:

1105 Ruffin G. Pleasant Hall

Pay Grade:

Professional

   

Job Description:

The Call Center Manager position within Louisiana State University's Office of Enrollment Management & Student Success will play a key collaborative role in advancing the university and meeting the enrollment objectives. The individual, with general oversight from the Associate Director of Events & Strategic Partnerships, will be responsible for the strategic development of the Call Center, which includes working to constantly improve customer service of incoming/ outgoing calls, emails, and visitors to the Office. Responsible to ensure that this plan aligns with the strategic plan and University’s goals.

Daily supervision of customer service and guest experiences within the Call Center. Includes oversight in the design, planning, and implementation of all Call Center initiatives. This position is responsible for hiring and training student employees, creating and maintaining a policy and procedure manual, ensuring quality assurance, analyzing data for effective use of resources, maintaining budget/ inventory for the Call Center, reviewing phone and email scripts, and overseeing staffing needs and assignments.

Call Center Management (35%)

• Responsible for daily management of the Call Center, including managing the volume of incoming/ outgoing calls and messages regarding Enrollment Management & Student Success for both prospective and current students.
• Develops, implements, and executes classroom-style training for employees which includes policy manuals and presentations.
• Prepares and manages call center budget, ensuring the most cost-effective spending.
• Conducts initial and continued training of staff and student workers in accordance with Admissions, Financial Aid, and FERPA regulations.

Admissions Evaluation and Decision Making (15%)

• Assists with all phases of the application processing, review and admission decision.
• An ability to complete timely review of applications from an assigned set of high schools and assists others as needed. File review activities include monitoring files for completeness, ensuring accurate and fair decisions, fielding questions from applicants, and notifying the secondary readers of significant exceptions requiring review.

Staffing (15%)

• Responsible for appropriately staffing the call center to meet the demand of incoming/ outgoing calls, emails, texts, and front desk visitors.
• Plans and implements procedures and systems to maximize operating efficiency by analyzing statistics for incoming calls.
• Establishes a set incentive program (merit system) regarding goals and quality assurance.
• Sets employee goals and objectives.
• Monitors and approves students’ time submissions each week.
• Schedules students to ensure appropriate coverage for timely email and phone call responses.
• Responsible for the onboarding, hiring, and training of all student employees.

Quality Assurance (15%)

• Ensures quality assurance through call auditing, mock calls, and service observation.
• Establishes and monitors a quality control system while identifying areas of improvement in the quality system to detect and correct problems.
• Analyzes data from customer surveys and uses this to inform trainings and best practices.
• Responsible for resolving customer complaints and non-conformance issues.
• Evaluates current business processes and systems by remaining knowledgeable of new technology in communication area, implementing new strategy when possible.

               

Script Management (10%)

• Reviews and edits telephone/ email scripts for the most up to date and effective messaging to prospective and current students.
• Communicates with all units within Enrollment Management & Student Success to determine factors in high call traffic.
• Proactively creates, updates, and revises scripts for the call center.
• Communicates, establishes, and implements a communication flow to prospective and current students that supports the University’s recruitment and retention goals.

Territory Recruitment & Management (5%)

• Represents the university and its programs to the general public at in-state and out-of-state recruitment events, including high school and college visits, college fairs, visits to schools and community-based organizations, receptions, interviews, information sessions, and presentations which may include lifting materials with a weight of 10 – 15 pounds.
   

Special projects as assigned (5%)

• Including, but not limited to projects pertaining to scholarship coordination, campus visit & events, transfer & special populations, international admissions, web & CRM management, communication coordinator, graphic design or other special projects.

Required Qualifications:

• Bachelor's Degree
• Three years of professional experience. Some lead worker and/or supervision experience is required.
• LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications:

• Experience with CRM system and demonstrated ability to leverage technology.

Our ideal candidate possesses the following qualities:

• Strong team orientation, effective interpersonal skills, and superior written and verbal communication skills
• Demonstrated ability to holistically evaluate applications
• Demonstrated commitment to data-driven decision-making, including effective analytical skills and proven results in achieving objectives and goals.

Special Qualifications:

Must possess a valid driver's license and background check which includes a Motor Vehicle Record (MVR) report. Must be willing to travel and work nights/weekends especially during peak periods. 

As with all LSU employees, due to this position title and/or responsibilities, this position has an obligation to assist students in the acquisition of necessary services. Should a student appear in need of or seek assistance with issues of an emotional, behavioral, or mental health related matter they should be referred to the proper service within the Student Health Center. In situations where the student creates an impression that they are a danger to themselves or others, the advisor should immediately contact the Care Team, the Dean of Students or the appropriate law enforcement agency. The employee outside of those rights contained within FERPA should create no impression of client or patient confidentiality.

The employee may be issued University-provided mobile devices to be used for business purposes only. If one is issued, this position requires the employee to possess a personal cell phone.

Additional Job Description:

Special Instructions:

The location of this position is LSU-BR and is not eligible for remote work.

To be considered, qualified candidates will submit a complete application which includes a cover letter explaining their specific interest in the position and how their skills and experiences prepare them for success in this role, a resume, and three professional references.

Please provide resume and transcripts, if applicable. For questions or concerns regarding the status of your application or salary ranges, please contact Gabe Sigl at gsigl1@lsu.edu.

Posting Date:

November 6, 2025

Closing Date (Open Until Filled if No Date Specified):

March 6, 2026

Additional Position Information:

Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

   

Essential Position (Y/N):

   

LSU is an Equal Opportunity Employer.

   

All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment. Changes in laws, regulations, or government policies may impact the university’s ability to employ individuals in certain positions.

   

HCM Contact Information: