Student Services Analyst (Contact Center Lead)

$53,050.25 - $68,964.82/annually, DOE

114

Monday - Friday, 8am - 5pm; some evenings and weekends may be required
Summer Hours: Monday - Thursday, 7am-6pm

12 Months

10 Colleges. Unlimited Opportunities.

The Maricopa County Community College District is one of the largest community college systems in the nation. Home to 10 individually accredited community colleges and 31 satellite locations, we proudly serve students in every corner of the Valley. Each day, our dedicated faculty, staff, and administrators, live out our vision-creating excellence in education for a better world.

We focus on people-not profits. 
With 100% acceptance, zero rejections, and affordable tuition, we provide the flexibility and support our students need to succeed in and beyond the classroom. Discover how we're changing college.

We don't just support our community-we help build it.
We are the largest provider of workforce development training in the state. The activities of our colleges and their students support one out of every 28 jobs in Maricopa County. Learn about our economic impact. 

We believe our employees are our most valuable asset.
Our 10 colleges and District Office support nearly 10,000 jobs and careers throughout Greater Phoenix.

Join us in making a real difference in the lives of over 140,000 college students each year.

Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees' and their families' health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community. Explore the wide range of benefits and perks available to eligible employees at MCCCD:

Affordable and Comprehensive Benefits Package:

• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off: Vacation, Sick Leave, and Personal Time
• 20 Paid Observed Holidays
• Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
• Arizona State Retirement System (ASRS) Pension, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
• Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
• Tuition Reimbursement for employees and dependents
• Annual Professional Development Funding
• Flexible Work Schedules

Employee Health & Wellness Programs:

• District-Wide Wellness Program with Workshops and Webinars
• Monthly Health & Wellness Calendar and Newsletter
• Virta Diabetes Reversal Program and Support Groups
• Employee Assistance Program (EAP)

• Sight-On-Site Eye Care Services

• Pre-Retirement Planning Events
• Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer) 

GateWay Community College (GWCC) is now hiring! This exciting position at GateWay will be responsible to train and lead Contact Center staff on Enrollment Services policies, processes and procedures, such as Admissions and Records, Financial Aid, Cashier, and Advisement. The person hired for this role will respond and resolve difficult inquiries escalated from staff and students. Manages and maintains GWC Customer Relations Management database (ASSIST, Salesforce) by providing training to student service staff, composes, edits and prepares correspondence and reports pertaining to Enrollment Services, and communicates college campaigns, and tracking. The Student Services Analyst collaborates with Enrollment Services departments and District Office recommending practices related to CRM. This position has the potential to work in a hybrid onsite and remote environment.

40% - Contact Center Operations & Staff Leadership
Oversees daily operations of the Contact Center and provides leadership to Student Services Specialists and Part Time staff. Manages call flow across multiple phone queues, ensures timely and accurate responses to inquiries, and serves as a liaison with departments such as Admissions and Records, Recruitment, Financial Aid, and Advisement. Trains, coaches, and develops staff, monitors calls for quality assurance, creates training materials, and implements customer service improvement plans. Supports and plans outreach call and text campaigns to engage prospective and current students. Handles escalated calls, resolving complex student concerns with advanced problem-solving and support. Manages Part Time Staff and Federal Work Study employees.

25% - Direct Student Support
Assists credit, non-credit, and clock hour students (prospective, new, and continuing) via phone, chat, and email, particularly during peak enrollment and other high-demand periods. Provides limited guidance in student services processes such as recruitment, admissions, registration, financial aid, placement testing, and academic advisement, and ensures students are connected to the appropriate resources. Collaborates with recruitment events and initiatives

25% - Data Analysis & Reporting
Establishes systems for tracking and assessing customer service, call/chat volume, and phone system connectivity. Analyzes service metrics and reporting data to identify enrollment trends, prepares and reconciles reports, and uses findings to support strategic decision-making for Enrollment Services.

10% - Collaboration & Compliance
Collaborates with student service and academic departments to address enrollment services needs and supports cross-functional planning throughout the year. Ensures compliance with college, district, state, and federal policies; may represent the Contact Center in committees or meetings. Contributes to quality assurance initiatives and continuous improvement for Enrollment Services. Other duties as assigned.

Bachelor's Degree from a regionally accredited institution and two (2) years of student services or college teaching experience, or experience coordinating, administering, planning, or evaluating programs.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

A. Two (2) or more years of experience working in a student services/student affairs college setting (recruitment, admissions, or advising preferred) implementing admissions and student service procedures/processes
B. Two (2) or more years of experience administering, coordinating, managing, and monitoring communication campaigns to prospective students or customers using computer telephony integration software
C. Two (2) or more years of experience utilizing technology and database management systems to support student or customer services.
D. One (1) or more years of experience utilizing a Customer Relations Management (CRM) tool to manage and track communication of external stakeholders
E. One (1) or more years of lead or supervisory experience, including staff coordination, coaching, observation, or evaluation of staff and/or projects.
F. Experience with the use and maintenance of online and/or web-based delivery of programs and services such as queue management systems, interactive online forms, and electronic form submissions
G. One (1) or more years of experience creating, analyzing, and interpreting data reports to support decision making.
H.One (1) year full-time relevant MCCCD experience during the previous two (2) years

• Will be required to travel or be assigned to all GateWay locations
• May require some evenings or weekends
• May require prolonged periods of viewing a computer screen
• May be required to lift or carry up to #25 lbs
• MCCCD does not sponsor individuals for any type of work visas
   

Applicants are strongly encouraged to submit a cover letter that details how the applicant meets the minimum and desired qualifications.  A cover letter may further highlight an applicant's knowledge, skill and abilities.  All minimum requirements must be met at the time of the application.

Additional materials will not be accepted after the job posting has closed.

Missing materials or incomplete employment history will not be considered. 

Please ensure your materials clearly provide the following information.

• Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position.
• Indicate whether former or current employment is Full-Time or;
• Part-Time employment (must include number of hours worked) 
• Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, for each position held and name of employer for each position.
• Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview.

Maricopa County Community College District (MCCCD) complies with the Americans with Disabilities Act (ADA) of 1990. Qualified applicants or candidates with disabilities can submit a reasonable accommodation request at any point in the hiring process, and MCCCD's policy is to provide reasonable accommodation unless such accommodation would cause an undue hardship.  If a reasonable accommodation is needed, please contact the ADA Coordinator from the hiring campus location for assistance via email at adasupport@domail.maricopa.edu

MCCCD is an Equal Opportunity Employer.

Open until filled

First Review 09/16/2026

Applications received after the review date may not be screened

Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education, against any applicant, employee, or student because of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status (including document abuse), age, disability, veteran status or genetic information.

Title IX of the Education Amendments of 1972, states: "No person in the United States shall, on the basis of sex, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any education program or activity receiving Federal financial assistance."

The policy of the MCCCD is to provide an educational, employment, and business environment free of gender discrimination. Incidents of misconduct should be reported to the college Title IX Coordinator, as outlined in policy, contact information is available at this link Title IX Coordinators.

The Clery Act is a Federal law requiring United States Colleges and Universities to disclose information about crime on and around their campuses.  Crime reporting data for each of the Maricopa Community Colleges, as required under the Clery Act, is available at this link Clery Act.