Admissions Command Center Specialist

📋 Description

• Oversee daily inquiry volume; redirect team across channels to meet service targets.
• Monitor productivity; ensure optimal staffing during peak inquiry windows.
• Collaborate with data/insights to translate trends into daily shift adjustments.
• Own and standardize time-off workflows; ensure coverage via SOPs and SLAs.
• Analyze contact trends to identify volume patterns and adjust schedules/workflows.
• Lead contact center tools; help select and implement workforce solutions.

🎯 Requirements

• Bachelor’s degree in business, communications, or related field.
• 3-5 years in contact center ops, real-time coordination, or workforce mgmt.
• Deep understanding of contact center metrics and how to influence them in real time.
• Experience with contact center software and workforce management tools.
• Ability to make quick, data-informed decisions in a fast-paced, virtual environment.
• Enjoy watching the board; interpret data to find the why behind volume spikes.

🎁 Benefits

• Flex PTO 3-5 wks/yr + 11 holidays.
• Generous parental leave.
• Medical, dental, vision, life, and AD&D; premiums largely covered.
• Spring Health: 5 free therapy and 5 coaching sessions per year for you and dependents.
• 401K option.
• WFH perks: internet stipend, coworking stipend, initial WFH support, and laptop.