Call Center Coordinator (3 Positions)
Salary for Announcement
The salary range is $45,300 –$58,000.
The salary of the finalist(s) selected for this role will be set
based on a variety of factors, including but not limited to,
internal equity, experience, education, specialty and
The above salary range represents the University’s good faith and
reasonable estimate of the range of possible compensation at the
time of posting. MSU Denver offers a full benefits package.
Full Time Professional Staff
The Call Center Coordinator at Metropolitan State University of
Denver ( MSU Denver) serves an innovative function of the
University as it works closely with the Director of the Call Center
on strategic enrollment management and student service initiatives
related to admissions, financial aid, student registration, and
general inquiry. The Coordinator will spend the majority of their
time directly supervising a staff of up to 20 student employees,
coordinating, coaching, mentoring, and training. The Coordinator
will also ensure adequate phone coverage as well as keep track of
student employees hours for budgeting and payroll purposes. This
position is tasked with handling escalated calls, and as necessary,
the Coordinator will be asked to help on the phones directly and
operate/manage other communication tools. This position will also
be involved in strategic planning initiatives related to improving
the overall effectiveness of MSU Denver’s Call Center including but
not limited to creative idea sharing, intelligence gathering,
performance reporting, and participating in cross-department
meetings focused on improving student services, enrollment, and
The Enrollment Management Division at MSU Denver brings together
the functions of Admissions, Registrar, Testing Services,
Orientation, and Financial Aid. Together we recruit, admit, and
support undergraduate and graduate students from diverse
backgrounds. Our offices strive to support every student with
quality and intentional services during their college career.
Our vision is rooted in a commitment to attract, enroll, retain,
and graduate an empowered student body. We are a student-centered,
evidence based, technology-driven division that collaborates with
internal and external partners to support the University’s mission
and commitment to access, academic quality, diversity, equity, and
inclusion. All positions will support and engage in Anti-Racism
efforts pursued by the Office of Financial Aid and Scholarships and
the Enrollment Management Division.
Metropolitan State University of Denver is an equal opportunity
50% – Supervision of student employees. Coordinate hiring,
management, scheduling, tracking, training and documentation of
student employees and support the Director of Call Center in
assuring appropriate staff coverage. Mentor and train student
workers to ensure student employees have and provide the most
accurate and up to date information for their assigned queue to
include quality assurance call monitoring. Serve as a direct
supervisor for student employees in a particular work group and as
needed for other student employees.
20% – This position provides customer service directly to students
via inbound calls and outbound dials including managing outbound
call campaigns. Seek to understand the full picture of the
students’ needs to ensure that all issues are resolved in the least
amount of calls and time possible. Ensures proper internal and
external escalation and handling of call to bring resolution to
10% – Collaborate closely with the Director of Call Center as well
as other department managers on the enhancement and development of
trainings for the student employees. This includes identifying
training needs, guiding the development of content, building
learning assessments and tracking employee learning.
10% – Perform various administrative functions for the Center such
as printing, copying, filing, scheduling meetings and trainings and
ensuring all equipment and supplies are organized and
5% – Participate as part of the Call Center Leadership Team to
ensure consistent practices, standards, policies and procedures are
current as well as being adhered to in the normal operation of the
call center. In the absence of the Director or other full-time
staff will coordinate with counterparts to ensure normal daily
operations and supervision of call center employees.
5% – Other duties as assigned.
- Bachelors degree granted by the start date.
- Minimum two years of experience in student services/customer
service related area.
- Supervisory experience required.
- Experience with Microsoft Office Suite
Important Note: Successful applicants will ensure their resumes
clearly demonstrate that their work experience describes how they
meet all required qualifications.
- Bilingual or multilingual.
- Experience using student information system database or
customer relationship management system.
- Two or more years experience working with post-secondary
admissions, financial aid, or registrar.
Open Until Filled
To ensure full consideration, applications must be received by
Special Instructions to Applicants
IMPORTANT : In order to be considered as an applicant you must
apply via the online application system, www.msudenverjobs.com
References refers to a list of three professional references and
their contact information.
Official transcripts will be required of the candidate selected for
The health and safety of students, faculty, staff and our
prospective teammates are our highest priority and as an
institution, we are required to have proof of vaccination on file
for all employees.
MSU Denver is requiring all employees to provide proof of being
fully vaccinated for Covid-19, or to submit an exemption and be
subject to following the Covid-19 safety protocols. As an employee
of MSU Denver, an exemption or lack of proof of vaccination will
require you to submit to weekly Covid-19 testing starting the week
of August 23, 2021.
Additionally, all institutions on campus are requiring that masks
be worn indoors regardless of your vaccinations status.
Talent Team Representative
Talent Team Representative E-mail
MSU Denver is pleased to offer our current and potential employees
a wide array of benefit options. To learn more, please visit the
Employee Benefits Offerings
Metropolitan State University of Denver is a unique,
access-oriented campus community that values diversity, equity, and
inclusion in all its forms. Our student population consists of
nearly 50% first generation students and over 45% students of
color. We are a designated Hispanic Serving Institution located in
We create an equitable learning and working environment in concert
with individuals who consistently demonstrate commitment to equity
and inclusion. We greatly value the diverse identities and
perspectives of our students, faculty, and staff and recognize that
in order to achieve a just and equitable society, diversity must go
beyond simple representation. It requires critical inquiry and
dialogue and a commitment to action. We strive to provide a culture
of belonging for all community members to achieve personal and