Contact Center Specialist, Remote - US

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, launch, and oversee outbound, inbound, and dialler call campaigns within the Zoom Contact Center.

• Set up and uphold automated workflows to ensure timely and efficient communication with prospective students.

• Organize phone blitzes and targeted outreach campaigns in collaboration with Admissions leadership.

• Partner with IT to introduce new functionalities and enhancements.

• Optimize systems, scripts, and workflows to boost conversion rates and ensure compliance.

• Create and conduct training sessions for call center users.

• Analyze recorded calls and transcripts for compliance, quality assurance, and alignment with enrollment goals.

• Detect keywords, warning signs, and behavioral trends that indicate the need for training or coaching.

• Provide actionable recommendations to Admissions Management to enhance performance.

• Contribute to the development of quality scorecards and call evaluation criteria.

• Assist in advisor development, coaching, accountability, and onboarding processes.

• Share quality assurance findings and trend data to guide training and performance discussions.

• Ensure consistent messaging, adherence to scripts, and alignment with enrollment objectives.

• Support advisor scheduling, coverage, and tracking of time-off requests.

• Maintain dashboards and reports on call volumes, contact rates, and conversion trends.

• Report campaign performance and advisor engagement metrics to leadership.

• Attain and sustain service levels through effective workforce management.

⛳️ Requirements

• A Bachelor’s degree is mandatory.

• Over 3 years of experience in managing call center operations, technologies, processes, and workflows.

• Proven experience with call campaigns, diallers, call quality assessment, reporting, and staff/customer training.

• Familiarity with Zoom Contact Center or comparable systems such as Five9, Talkdesk, or NICE is essential.

• A strong preference for knowledge of admissions business practices or sales processes.

• Excellent interpersonal and communication skills for effective collaboration across departments.

• An analytical perspective with experience utilizing reports and dashboards to promote performance enhancements.

• Comfortable with remote work in a dynamic, metrics-oriented environment.

• Capability to carry out the responsibilities proficiently and adhere to job-related instructions.

🏝️ Benefits

• Exceptional benefits package.

• Strong company values and a family-oriented atmosphere.

• Opportunity to make a meaningful impact and feel valued.