Maricopa Community College District
Student Services Analyst (Contact Center)
Maricopa Community College District, Phoenix, Arizona, United States, 85003
Student Services Analyst (Contact Center)
Job ID:
321864 Location:
GateWay Community College Full/Part Time:
Full Time Regular/Temporary:
Regular
Hiring Salary Range
$52,525.00 - $68,282.00/annually, DOE
Grade
114
Work Schedule
Monday - Friday, 8am - 5pm; some evenings and weekends may be required Summer Hours: Monday - Thursday, 7am-6pm
This position may allow for one remote workday per week, with the schedule to be determined upon hire and subject to departmental needs.
Work Calendar
12 Months
Maricopa Summary
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.
Benefits
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, Support Groups, and Diabetes Empowerment Education Programs Employee Assistance Program (EAP) Sight-On-Site Eye Care Services Mobile On-Site Mammography Screenings 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)
Job Summary
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 (CRM) database by providing trainings to student service staff, composes, edits and prepares correspondence and reports pertaining to Enrollment Services, and communicate 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.
Essential Functions
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.
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
20% - 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.
15% - 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.
Minimum Qualifications
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.
Desired Qualifications
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.
Special Working Conditions May 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
How to Apply
Applicants are required to submit a cover letter and resume showing how the applicant meets the minimum and desired qualifications. 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, to include Adjunct or Associate Professor (must include number of hours worked, contact hours or load) 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.
Posting Close Date
Open until filled. First Review on September 29, 2025.
Applications received after the review date may not be screened
EEO, Title IX, & Clery Act
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.
To apply, visit ?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1000&JobOpeningId=321864&PostingSeq=1
jeid-f3a12fe0bb051940a55406fdd69d1d56
Job ID:
321864 Location:
GateWay Community College Full/Part Time:
Full Time Regular/Temporary:
Regular
Hiring Salary Range
$52,525.00 - $68,282.00/annually, DOE
Grade
114
Work Schedule
Monday - Friday, 8am - 5pm; some evenings and weekends may be required Summer Hours: Monday - Thursday, 7am-6pm
This position may allow for one remote workday per week, with the schedule to be determined upon hire and subject to departmental needs.
Work Calendar
12 Months
Maricopa Summary
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.
Benefits
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, Support Groups, and Diabetes Empowerment Education Programs Employee Assistance Program (EAP) Sight-On-Site Eye Care Services Mobile On-Site Mammography Screenings 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)
Job Summary
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 (CRM) database by providing trainings to student service staff, composes, edits and prepares correspondence and reports pertaining to Enrollment Services, and communicate 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.
Essential Functions
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.
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
20% - 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.
15% - 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.
Minimum Qualifications
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.
Desired Qualifications
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.
Special Working Conditions May 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
How to Apply
Applicants are required to submit a cover letter and resume showing how the applicant meets the minimum and desired qualifications. 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, to include Adjunct or Associate Professor (must include number of hours worked, contact hours or load) 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.
Posting Close Date
Open until filled. First Review on September 29, 2025.
Applications received after the review date may not be screened
EEO, Title IX, & Clery Act
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.
To apply, visit ?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1000&JobOpeningId=321864&PostingSeq=1
jeid-f3a12fe0bb051940a55406fdd69d1d56