Department
Enrollment Call Center
**This position is a Temporary position and is not benefits-eligible and it requires enrollment in a PERA retirement account. This is a 9-month appointment with a required 3-month break in employment.**
Salary for Announcement
The Hourly Rate for this temporary position is $24/hour.
Position Summary
The Enrollment Call Center Operations & Training Lead provides operational, training, and quality assurance support to the Enrollment Call Center (ECC). Working under the direction of an ECC Coordinator, this position assists with staff development, onboarding, quality assurance reviews, operational reporting, and the maintenance of procedures and training resources. The Lead supports daily ECC operations, identifies recurring staff questions and knowledge gaps, and assists with process improvements and departmental initiatives. This position also contributes to Workday Student transition readiness by supporting documentation, training preparation, and updates to operational resources.
Essential Duties and Responsibilities
30% – Quality Assurance and Operational Reporting
- Review recorded calls and complete quality assurance evaluations using established guidelines and procedures.
- Generate, review, and organize 8x8 reports to identify call trends, performance patterns, and opportunities for improvement.
- Compile recurring student inquiries, staff questions, and service challenges for Coordinator review.
- Identify potential gaps in staff knowledge, communication, and established procedures.
- Assist with preparing coaching resources and training recommendations based on quality assurance findings and operational trends.
- Document and track follow-up items related to escalations and operational concerns, including appropriate TDX documentation and routing.
25% – Training and Staff Development
- Assist with onboarding and training activities for new ECC employees.
- Help develop, update, and maintain training materials, reference guides, knowledge resources, and staff development materials.
- Prepare training scenarios, exercises, and knowledge checks to reinforce staff understanding of ECC processes and procedures.
- Monitor recurring questions and knowledge gaps identified through Teams communications, quality assurance reviews, and staff interactions.
- Provide resource and training support to student employee team leads.
- Assist with communicating training updates, procedural changes, and departmental information to ECC staff.
25% – Daily Operations and Team Lead Support
- Monitor ECC Teams communication channels and assist with responding to or directing staff questions to appropriate resources and supervisors.
- Provide communication and operational support during periods when Coordinators and supervisors are participating in Workday Student training or other departmental initiatives.
- Track questions, concerns, and follow-up items raised by student employee team leads and communicate them to the appropriate Coordinator or supervisor.
- Identify recurring operational questions and challenges and provide summaries to ECC leadership.
- Assist with monitoring and following up on escalations and operational issues to support timely communication and resolution.
- Support continuity of daily ECC operations by providing resources and guidance within established procedures and assigned responsibilities.
- Provide operational support across ECC functional areas as business needs arise.
15% – Documentation, Project Support, and Workday Student Readiness
- Review and assist with maintaining existing procedures, desk guides, FAQs, scripts, training resources, and SharePoint materials.
- Identify outdated, conflicting, or incomplete information and bring items forward for Coordinator review.
- Organize and maintain centralized ECC resources to ensure staff have access to accurate and current information.
- Assist with Workday Student transition activities, including organizing training information, documenting process changes, and updating ECC procedures and resources.
- Maintain assigned project trackers, timelines, and deliverables to support departmental initiatives.
- Assist with scheduling training sessions and meetings, preparing materials, documenting action items, and tracking follow-up.
- Conduct research and assist with special projects assigned by the Coordinator to support ECC operational and strategic priorities.
5% – Other Duties as Assigned
- Perform other duties as assigned to support the operational needs and priorities of the Enrollment Call Center.
Required Qualifications
- Demonstrated strong skills in verbal and written communication, and time management.
- High school diploma or GED
- Minimum of one year of experience in higher education, student services, customer service, or call center operations.
- Demonstrated organizational, problem-solving, and critical-thinking skills.
- Ability to manage multiple assignments, priorities, and deadlines in a fast-paced environment.
Preferred Qualifications
- Experience working in a post-secondary enrollment services environment, including Admissions, Financial Aid, or Registrar.
- Bilingual or multilingual.
- Experience using Workday Procurement, Workday Expenses, or a similar enterprise financial system to process purchases, expense reports, invoices, or other financial transactions.
- Associate’s degree or higher
Knowledge, Skills, and Abilities
- Knowledge of higher education enrollment processes and student services operations.
- Strong organizational, analytical, and problem-solving skills.
- Ability to identify recurring issues, recognize trends, and communicate findings effectively.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to explain procedures and processes clearly and assist others in locating appropriate resources.
- Ability to manage multiple priorities, maintain accurate documentation, and meet established deadlines.
- Ability to exercise discretion and maintain confidentiality when handling student and University information.
- Commitment to diversity, equity, inclusion, and student success.
Closing Date
05/15/2027
Posting Representative
Darrick Conroy
Posting Representative Email
dconroy4@msudenver.edu
Benefits
The University’s benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as a life and supplemental insurance plans, retirement plans and other programs, such as access to a long-term disability (LTD) plan. Visit MSU Denver’s benefits website to learn more.
For a brief overview, please see: https://www.msudenver.edu/wp-content/uploads/2024/01/MSU-Benefit-Summary.pdf.
The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at totalrewards@msudenver.edu.
Diversity Statement
Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.
We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.
