Contact Center Specialist, Remote - US

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Westcliff International School

WebsiteLinkedInAll Job Openings

11 - 50 employees

📚 Education

🏥 Healthcare

🌍 Social Impact

Education • Healthcare • Social Impact

Westcliff International School is an educational institution that merges the robust grading framework of British secondary education with the experiential learning and extracurricular activities characteristic of Canadian education. The school aims to foster character development, career readiness, and the cultivation of a compassionate society among its students.

📋 Description

• Build, launch, and monitor outbound, inbound, and dialler call campaigns in Zoom Contact Center • Configure and maintain automated workflows for timely, efficient contact with prospective students • Coordinate phone blitzes and specialized outreach campaigns with Admissions leadership • Collaborate with IT to implement new features and improvements • Streamline systems, scripts, and workflows to improve conversion and compliance • Develop and deliver call center user trainings • Review recorded calls and transcripts for compliance, quality, and enrollment-goal alignment • Identify keywords, red flags, and behavioral patterns indicating training or coaching needs • Provide actionable insights to Admissions Management for performance improvement • Contribute to quality scorecards and call evaluation standards • Support advisor development, coaching, accountability, and onboarding • Share QA findings and trend data to inform training and performance discussions • Help ensure consistent messaging, script adherence, and alignment with enrollment goals • Support advisor scheduling, coverage, and time-off tracking • Maintain dashboards and reports on call volume, contact rates, and conversion trends • Communicate campaign performance and advisor engagement metrics to leadership • Achieve and maintain service levels through workforce management

🎯 Requirements

• Bachelor’s degree required • 3+ years of experience managing call center operations, technology, processes, and operations • Experience with call campaigns, diallers, call quality, reporting, staff/customer experience, and training • Experience with Zoom Contact Center or a similar system such as Five9, Talkdesk, or NICE required • Working knowledge of admissions business practices or sales processes strongly preferred • Strong interpersonal and communication skills for cross-department collaboration • Analytical mindset with experience using reports and dashboards to drive performance improvements • Comfortable working remotely in a fast-paced, metrics-driven setting • Ability to perform the duties proficiently and follow job-related instructions

🏖️ Benefits

• Outstanding benefits • Strong company values and family atmosphere • Opportunity to make a tangible impact and feel appreciated