Manager, Contact Center - Enrollment Services Department, School of Continuing Education

Reports to: Associate Director, Scheduling and Student Services

Purpose:

The Manager, Contact Center is responsible for leading and managing all integrated contact center operations at the School of Continuing Education (SCE). Under the supervision of the Associate Director, Enrollment Services, the Contact Center Manager oversees inbound and outbound communication channels, ensuring that prospective and current learners receive accurate, timely, and high-quality information and support. The role plays a strategic function in aligning enrollment, instructional affairs, and outreach activities to deliver a seamless and unified service experience.

Responsibilities:

Operations Management:

• Oversee all inbound and outbound communications, such as calls, emails, online inquiries, and outreach campaigns, to ensure accurate, timely, and customer-focused responses regarding SCE programs, eligibility, resources, policies, and procedures
• Manage and update Interactive Voice Response (IVR) content in coordination with the University telecommunication office
• Ensure business processes and documentation are regularly updated to reflect best practices and organizational changes

Team Supervision and Development:

• Supervise and coach contact center staff to ensure they are fully informed of SCE programs, new offerings, marketing campaigns, and outreach initiatives
• Conduct performance evaluations, provide regular feedback, and develop targeted training plans to enhance service quality and staff capabilities
• Plan and allocate work schedules to ensure adequate coverage during operational hours, peak periods, and staff absences; coordinate overtime as needed

Collaboration and Coordination:

• Coordinate with internal stakeholders, including admissions, registration, IT and certification, marketing, and outreach teams, to ensure consistent messaging and efficient case resolution
• Collaborate with the web and online communication officer to ensure course and program information is accurate and regularly updated on digital platforms
• Work with other SCE offices to develop communication templates, email notifications, and outreach materials aligned with new program launches and campaigns
• Strengthen coordination between departments to gather program information and address troubleshooting effectively

Service Quality and Reporting:

• Monitor and analyze service performance metrics, preparing regular reports on call volume, response times, resolution rates, and customer satisfaction to support continuous improvement
• Act as the key liaison for problem resolution for students, faculty, and external partners, ensuring a positive service experience
• Ensure compliance with university regulations, including FERPA and data privacy standards, in all communications and data handling

Learner Engagement:

• Coordinate and support outbound communication campaigns targeting prospective learners, returning students, companies, and partner organizations
• Align outreach efforts with enrollment and program objectives to strengthen engagement and conversion rates
• Prepare and submit monthly and periodic reports to the Associate Director for Enrollment Services.
• Participate in committees and special projects as assigned, contributing to strategic service improvement initiatives.

Requirements:

Minimum Education Requirements:

• Bachelor’s degree in business administration, management or any relevant field

Experience:

• Seven to nine years of previous experience including three years in related field in supervisory role

Skills:

• Excellent written and oral communication skills with the ability to communicate effectively and project a professional image in person, and in writing
• Strong interpersonal and communication skills and ability to work effectively with a wide range of constituencies in a diverse community
• Supervisory skills, strong sense of responsibility and commitment
• Ability to foster a cooperative work environment
• Ability to work well under pressure, take initiative and prioritize tasks; good time-management, problem solving, with exceptional customer service skills
• Self-managed, self-starter with a demonstrated ability to work independently given the assignment of responsibility; works well within a team as well
• Ability to maintain and exercise sound judgment and discretion in handling confidential information
• Confidence in independent decision-making is essential
• Ability to formulate and clearly articulate policies, procedures and practices
• Demonstrated aptitude and attitude for learning new tasks quickly and efficiently
• Strong tolerance for ambiguity in complex situations and managing through to resolution
• Ability to work effectively in a team environment
• Strong functional knowledge of the banner information system, and Argos reporting tool
• Excellent analytical and computer skills required, proficient with Microsoft Windows, Word, and Excel, PowerPoint, typing or keyboarding proficiency

This position is open until November 26, 2025

Placement is based on the candidate’s experience and skills. Only candidates who make it to the shortlist will be contacted

"The American University in Cairo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals with disabilities are encouraged to apply."

“We thank all individuals who have expressed interest in working at The American University in Cairo.”