Communication Center Manager

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Communication Center Manager Below you will find the job description for the position including the requirements and any additional documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply for this Job link/button. If you would like to bookmark this position for later review, click on the Bookmark link. If you would like to print a copy of this position for your records, click on the Print Preview link. 

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 Position Information 

Position Title  | Communication Center Manager
Campus  | Scotch Plains
Department  | Communications Center
Full-time, Part-time, Adjunct  | Full Time
Exempt or Non-Exempt  | Exempt
Regular,Temporary, or Grant  | Regular
General Description  | Under the direction of the Assistant Dean of Advising, Career & Transfer, the Communication Center Manager provides strategic and operational leadership for the Communication Center. The Manager is responsible for driving prospective and current student engagement, enrollment conversion, registration, and retention through proactive, data-informed communication strategies. The Manager oversees day-to-day operations and leads staff responsible for inbound and outbound student engagement through telephone, text, email, chat, video, and other communication platforms.The Manager establishes and monitors key performance indicators (KPIs) related to student contacts, call activity, lead follow-up, conversion of prospective students to registered students, registration outcomes, re-enrollment, and retention. The Manager leverages technology, customer relationship management (CRM) platforms, and engagement data to develop targeted outreach strategies, improve student outcomes, and ensure Communication Center operations align with institutional enrollment, retention, student success, and service priorities.
Characteristics, Duties, and Responsibilities  | •         Lead daily inbound and outbound Communication Center operations across telephone, text, chat, and other approved communication channels. Establish service levels, staffing plans, quality standards, and escalation procedures.•         Oversee prospective student outreach from initial inquiry through application, admission, registration, and first-term attendance. Coordinate segmented lead-nurturing and re-engagement campaigns.•         Develop targeted persistence and re-enrollment campaigns for currently enrolled, stopped-out, and at-risk students, including those with incomplete registration, financial clearance, or academic planning requirements.•         Build and manage structured contact schedules, lead-prioritization procedures, follow-up workflows, and CRM documentation to ensure every qualified inquiry and student concern has an assigned next action.•         Coach, schedule, and evaluate Communication Center Generalists on consultative conversations, proactive follow-up, accurate student guidance, CRM documentation, call quality, and achievement of established performance targets.•         Collaborate with Admissions, Financial Aid, the Registrar, Academic Affairs, and student support teams to remove enrollment barriers, coordinate referrals, and resolve recurring process issues.•         Oversee the appropriate use of CRM platforms, calling systems, messaging applications, chatbots, and AI-assisted tools. Ensure timely, accurate communication and compliance with applicable privacy and communication consent requirements.•         Analyze enrollment and campaign results by source, student population, communication channel, and enrollment stage. Oversee chatbot training and use findings to refine scripts, outreach timing, staffing, and communication strategies.•         Prepare weekly performance dashboards and monthly leadership reports summarizing outcomes, trends, root causes, corrective actions, and progress toward established goals.•         Oversee cross-training, knowledge-base accuracy, and quality assurance. Conduct direct student outreach and resolve escalated student concerns when necessary.•         Perform other duties as assigned.•        Lead daily inbound and outbound Communication Center operations across telephone, text, email, chat,and other approved channels; establish service levels, staffing plans, quality standards, and escalation procedures.•         Own the implementation for prospective students from initial inquiry through application, admission, registration, and first-term attendance; coordinate segmented lead-nurture and re-engagement campaigns.•         Develop targeted persistence and re-enrollment campaigns for currently enrolled, stopped-out, and at-risk students, including students with incomplete registration, financial clearance, or academic planning steps.•         Build and manage a structured contact cadence, lead prioritization rules, follow-up workflows, and CRM dispositions so every qualified inquiry and student concern has an assigned next action.•         Coach, schedule, and evaluate Generalists on consultative conversations, proactive follow-up, accurate student guidance, CRM documentation, call quality, and achievement of agreed performance targets.•         Collaborate with Admissions, Advising, Financial Aid, Registrar, Academic Affairs, and student-support teams to remove enrollment barriers, coordinate warm referrals, and resolve recurring process issues.•         Oversee compliant use of CRM, calling, messaging, chatbot, and AI-assisted tools; ensure timely, accurate communication and adherence to applicable privacy and communication-consent requirements.•         Analyze funnel and campaign results by source, student segment, contact channel, and stage; train chatbot; use findings to refine scripts, timing, staffing, and outreach tactics.•         Prepare weekly performance dashboards and monthly leadership reports with outcomes, trends, root causes, corrective actions, and forecasts against established goals.•         Oversee cross-training, knowledge-base accuracy, and quality assurance; perform student-facing outreach or escalated case resolution when necessary.
 
Education Requirements  | Bachelor’s degree in higher education, communications, business, or related field required.
Master’s degree in higher education, business administration, or a related field preferred..
Experience  | •         Experience supervising a contact center, admissions or enrollment outreach operation, student services department, or comparable high-volume customer engagement operation.•         Demonstrated ability to manage performance through CRM reporting, enrollment funnel analysis, campaign design, staff coaching, and continuous improvement.•         Strong communication, problem-solving, data interpretation, staff development, and cross-functional collaboration skills, along with proficiency in office and multichannel communication technologies.•         Experience supervising staff and student workers.
Competencies and Skills Required  | •         Strong interpersonal, written, and verbal communication skills, with the ability to interact professionally with students, staff, faculty, and external stakeholders.•         Demonstrated ability to lead a results-oriented Communication Center focused on student engagement, enrollment conversion, registration, retention, and overall student success.•         Familiarity with EAB Navigate and EAB Enrollment Success, including CRM functionality, student data, campaigns, communication tools, and reporting to support prospective and current student outreach.•         Ability to establish, monitor, and evaluate key performance indicators (KPIs), including inbound and outbound call activity, student contacts, lead follow-up, registration conversion, re-enrollment, and retention outcomes.•         Strong analytical and problem-solving skills, with the ability to interpret enrollment, engagement, and communication data; identify trends; assess outreach effectiveness; and adjust strategies to improve outcomes.•         Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint), with the ability to quickly learn new platforms.•         Proficiency with communication technologies, CRM platforms, and AI-assisted tools, with the ability to adopt new systems and effectively train and support staff in their use.
Physical Demands and Work Environment  | • This position’s duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.
• Some physical effort required; however, the employee must occasionally lift and/or move up to 25 pounds.
• No or very limited exposure to physical risk.
• Some travel required.
Salary  | $68,000 - $72,000
Additional Information  | UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs.

UCNJ Union College of Union County, NJ is an EEO/AAP Employer/Protected Veteran/Disabled

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Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.

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We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at UCNJ Union College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university.



Terms of Employment  | Full Time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours may be required. Ability and willingness to travel on short notice to all on and off- campus sites as needed by the college. Overtime may be required throughout the year, especially at peak times. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.

 Posting Detail Information 

Open Date  | 10/28/2026
Close Date  |
Open Until Filled  | Yes

Supplemental Questions

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Optional & Required Documents

UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs.

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