Edtech.com's Summary

University of Colorado Boulder is hiring a Call Center Manager to lead the student-staffed call center that answers the main phone line for the Office of the Registrar. The role supervises 10 to 15 student customer support specialists while applying academic and registration policies to questions from students, parents, alumni, faculty, and staff. It also uses ticketing-system data to find and recommend process improvements, working alongside the Front Desk Manager and the registrar's business intelligence team.

Highlights

Hire, train, evaluate, and coach 10 to 15 student employees and up to three student team leads, and build the call center schedule and training documentation.
Analyze the ticketing system for case completion, common issues, and underlying causes, and present dashboards and reports on customer interactions to leadership.
Answer and troubleshoot registration-related questions on topics such as drop/add, FERPA, residency, transcripts, degrees and diplomas, and study abroad, researching answers when uncertain.
Serve as the primary lead for College Opportunity Fund processing, Education Abroad data processing, and National Student Clearinghouse verifications, reconciling record errors between the student information system and the COF database.
Provide backup processing for student academic record changes, intra-university transfers, graduate program changes, and intercampus enrollment, and cover for the Front Desk Manager as a reciprocal backup.
Recommend data-driven improvements to student web transactions, workflows, and registrar systems, working with the Office of Information Technology and the registrar's BI and Development team to maintain automated reports and queries.
Requires a bachelor's degree or equivalent education and experience, one year of higher education experience (ideally in a registrar, admissions, or bursar office), and experience working in a call center.
Strong skills in Excel, Word, Access, and PowerPoint, plus experience with a student information system and imaging system, are needed; PeopleSoft Campus Solutions, supervisory experience, and Colorado tuition classification knowledge are preferred.
Salary range of $58,000 to $61,000 per year, in a hybrid position.

Call Center Manager Full Description

Job Summary

The Office of the Registrar at CU Boulder welcomes applications for the Call Center Manager position! This position exists to provide the Enrollment and Records Services (ERS) unit within the Office of the Registrar with consistent and professional representation to clients, both internal and external, and to support all programs and services in the ERS area. It is responsible for understanding, interpreting and applying academic policies and procedures using critical thinking to provide excellent written, phone and face-to-face customer service. This position provides skilled support to students, parents, alumni, staff, faculty and the public regarding registration procedures and policies. This position requires a comprehensive understanding of CU Boulder campus administrative offices, academic schools/colleges, as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, communications and deadlines.

This position manages the call center student team, the primary customer service operation representing the Office of the Registrar. The call center handles incoming calls to the main phone line on the registrar website. The position hires, trains and manages 10-15 student customer support specialists, including up to three team leads. This position collaborates with the front desk manager to ensure consistency of support and training across the department.

This role is responsible for applying situational analysis and decision making to current processes that require automation and improvement. This position will be responsible, in-tandem with the Front Desk Manager and BI & Development team, for managing a ticketing system for customer interactions, collecting data metrics of interactions, and improving business processes to better serve customers.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Who We Are

The Office of the Registrar, in support of the educational mission of CU Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and outstanding service to students and other partners.

We demonstrate leadership, excellence and integrity in all we do to improve the academic experience for CU Boulder students and other collaborators through ongoing innovation, collaboration, inclusiveness and quality service.

What Your Key Responsibilities Will Be

Call Center Manager and Front Desk Assistant Manager

Provide progressive management and leadership, motivating and directing the call center team within a complex customer-focused environment. Supervise 10-15 student employees, including hiring, training, evaluating, coaching and supervising. Motivate and educate team to align roles and responsibilities with CU Boulder and registrar goals, mission and creed, and contribute to a positive working and learning environment. Build and maintain the call center schedule, staff contacts for critical issues, assignments and a repository of consistent responses to common questions. Design and maintain documentation for hiring, evaluation, daily duties of team and a training program using comprehensive department knowledge to ensure that all client-facing staff are trained to offer exemplary service. Delegate responsibilities to maximize efficiency and to develop all team members' abilities and experience. Support biweekly student employee meetings. Plan annual orientation and annual end-of-year celebrations. Train and maintain 1-3 student leads. Encourage and monitor student employee professional development. This position may also supervise 1 to 2 temporary staff.
Supervise call center student staff in the consistent and accurate collection of metrics, both quantitative and qualitative. Collect and analyze data on issues to identify common themes and work to address underlying causes. In collaboration with front desk manager, act as the lead on analyzing the ticketing system for case completion, categorization feedback, data collection, common issues, and for creating dashboards or reports and presenting this data to leadership.
Observe and document processes related to customer service, communication and call center specific operations to inform department-wide process analysis. Apply skills and knowledge of desired customer service outcomes and process workflow volumes to interpret current resource usage and identify areas of opportunity. Recommend improvements to procedures, technologies, communications and metrics designed to improve customer experience.
This position and the Front Desk Manager will provide reciprocal operational and supervisory support, with each serving as the other's backup to ensure consistent coverage, student employee management, and continuity of services across both the front desk and call center.

Communication/Customer Service

Use independent judgment, critical thinking, and knowledge of principles and processes to represent the university and office through customer interactions. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Support integration of ERS and Tuition Classification customer service operations, research and apply standard processes, and gather and assess qualitative customer data to continuously maintain and improve the reputation of the office.
Maintain current and accurate knowledge of multiple services, regulations/laws/policies, and service level agreements, such as registration, drop/add, FERPA, College Opportunity Fund (COF), residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and more. Provide customer support and assistance in those areas. Research answers when uncertain to ensure accuracy of responses and refer as appropriate. Observe gaps in customer service expectations vs. service delivery and make continuous suggestions for improvement.
Serve as a troubleshooter and problem solver for registration-related and area-specific questions and issues, including non-routine matters. Disseminate critical ERS information to office staff, and support the Business Analysis & Operations Team, as necessary, to resolve registration and/or program issues.

Enrollment and Records Services

Provide back-up to enrollment and records specialists by understanding and evaluating current processes for efficiency and effectiveness.
This position will be the primary lead for the following data processing duties: COF, Education Abroad, and National Student Clearinghouse (NSC) verifications. This position will assist with managing student record updates, processing intercampus enrollment, and assisting with other ERS-related processing. This position will provide back-up processing support for student academic record changes, intra-university transfers, graduate program changes, NSC error reports, and other processes assigned.
Administer COF by researching and reconciling record errors. Assist students by comparing data in the student information system and the COF database, recommend changes necessary to resolve discrepancies and administer COF error reporting by running queries and communicating errors to students.

Business Process Improvement

Support the Office of the Registrar by recommending enhancements and improvements to student transactions and systems through data-driven proposals. This includes recommendations to web software, portal interfaces, student web transactions, workflow/business processes, cross-department trainings and more.
Consult with end user staff and students, understanding, and interpretation of departmental technology, mission, goals, and objectives. Analyze services using reporting tools such as ticketing systems, metrics and reports. Then, using both qualitative and quantitative data, complete business system analysis, evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system configurations, updated forms, workflows, and other tools.
Using data-informed analysis, design enhancement proposals for departments based on quantitative and qualitative data collected from ticketing system cases and metrics. Use on-campus technology to automate or improve processing or services or recommend cost-effective platforms. Collaborate with content owners, campus constituents, committees, and the systems and data services team, as needed, to implement improved tools or processes, avoid duplication of efforts and to test updated tools or processes.
Understand data and tools utilized to recognize when code-based tools aren’t functioning properly and perform basic troubleshooting operations. Work with the Office of Information Technology (OIT), University Information Systems (UIS), and the registrar’s internal BI & Development team to maintain and update any automated processes, reports and queries, as needed.

What You Should Know

This position offers a hybrid work modality.

What We Can Offer

The annual salary range for this position is $58,000 - $61,000.

Benefits

At the University of Colorado Boulder, we are committed to supporting the holistic health and well-being of our employees. Our comprehensive benefits package includes medical, dental, and retirement plans; generous paid time off; tuition assistance for you and your dependents; and an ECO Pass for local transit. As one of Boulder County’s largest employers, CU Boulder offers an inspiring academic community and access to world-class outdoor recreation. In fact, CU Boulder has been named one of Forbes' America's Best Large Employers, ranking #4 among large employers in Colorado and #28 among universities nationwide. Explore additional perks and programs through the CU Advantage program.

Be resourceful. Be supportive. Be Boulder.

What We Require

A bachelor’s degree from an accredited four-year institution or equivalent combination of education and experience.
One year experience in higher education, preferably working in an Admissions/Bursars or Registrar’s office.

What You Will Need

Excellent oral and written communication skills.
Ability to perform professional, courteous and accurate customer service in a fast-paced, high volume environment.
Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
Strong MS Excel, Word, Access and PowerPoint skills.
Ability to work with individuals at all levels of the organization.
A strong commitment to customer service.
Experience working in a call center, handling customer orders over the phone and in person.
Experience working with a student information system and imaging system.
Experience using databases and computer systems for processing time-sensitive and confidential materials.

What We Would Like You to Have

Knowledge of registrar office functionalities; experience in a university registrar’s office, or a university student services office (e.g., financial aid, admissions, bursar).
Experience with PeopleSoft Campus Solutions student information system.
Supervisory experience with the ability to oversee a diverse staff by defining goals and objectives, prioritizing, and meeting deadlines.
Demonstrated good judgment in decision-making, process evaluation and procedure implementation.
Experience working with Colorado Tuition classification law.
Basic knowledge of VBA macros and iMacros.

Special Instructions

To apply, please submit the following materials:

A current resume.
A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time.

Please apply by November 23, 2026 for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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Call Center Manager

Edtech.com's Summary

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