Ultimate Staffing is seeking an experienced Call Center Manager for our client in St Louis, MO. This is a direct hire position, which requires 100% onsite attendance.
The Multichannel Telecommunication Manager will play a key role in supporting a dynamic cross-functional marketing and enrollment team. This is an exciting opportunity for a highly motivated professional to join a growing and innovative university, gaining hands-on experience in international business and relationship management within higher education. The ideal candidate will have experience in managing high-volume outbound call-center environments with a focus on lead generation.
Key Responsibilities
* Oversee and train the telecommunications team, ensuring alignment with institutional goals.
* Establish and monitor key performance indicators (KPIs) such as call volume, contact rates, and conversion rates.
* Foster collaboration between departments, including Marketing, Admissions, IT, and Salesforce Administration, to align communication strategies with institutional priorities.
* Design and implement a comprehensive multichannel communication strategy.
* Identify and integrate emerging trends in telecommunication and digital engagement.
* Develop protocols to manage high-volume periods aligned with admissions cycles.
* Oversee and optimize telecommunication tools, including CRM systems, chatbots, IVR systems, and analytics platforms.
* Collaborate with IT to ensure reliable, secure, and efficient communication systems.
* Evaluate and recommend new technologies to enhance operational efficiency and user experience.
* Monitor and analyze key communication metrics to assess the effectiveness of multichannel strategies.
* Implement process improvements to optimize response times, agent performance, and user satisfaction.
* Ensure adherence to quality assurance standards and regulatory compliance.
* Coordinate messaging across voice, email, chat, text, and social media platforms to ensure consistency and brand alignment.
* Develop scripts and strategies to personalize interactions and enhance the user experience.
Education & Experience
* Bachelor's degree in Communications, Business Administration, Information Systems, or a related field (Master's preferred).
* 5+ years of experience in telecommunications management, customer service, or contact center leadership-preferably in higher education or a service-oriented organization for sales and admissions.
Skills & Competencies
* Proven expertise in multichannel communication and automation tools (e.g., CRM systems, chatbots, IVR).
* Strong analytical skills with experience in data-driven decision-making.
* Exceptional leadership, organizational, and interpersonal skills.
* Knowledge of compliance standards and best practices in telecommunication (e.g., FERPA).
* Ability to manage high-pressure environments and meet tight deadlines.
* Excellent written and verbal communication skills in both English and Spanish.
* Salesforce experience preferred.
* Ability to travel up to 25% of the time.
Call Center, Outbound Sales, Outbound Contact Center, Lead Generation, Sales, Inside Sales
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
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