Paradise Valley Community College (PVCC) is seeking a Student Services Supervisor who reports to the Director and/or Manager within the Admissions, Records, and Registration department. This is a working supervisor position where the incumbent collaborates closely with leadership to advance ongoing departmental operations. Specifically, this role is responsible for overseeing PVCC's Welcome Center and Contact Center operations, requiring a highly organized, proactive, and effective leader.
The supervisor is expected to demonstrate proficiency across several key areas of the Student Affairs Division, including:
Admissions, Records, and Registration
Financial Aid and Advising
Cashier Services and Dual Enrollment
Enrollment reporting and residency applications
Transcript evaluation and student onboarding
Strict adherence to compliance-based procedures, including federal and state policies
In this role, the supervisor will manage a comprehensive range of supervisory duties to enhance the quality of services provided to students across multiple modalities. Key responsibilities include training and developing teams, utilizing evaluation and analysis to resolve problems, making sound operational decisions, and providing strategic recommendations to the Director and/or Manager.
As an essential link in ensuring efficient departmental operations and exceptional customer support, the supervisor coordinates day-to-day activities for the Welcome Center and Contact Center. This includes managing enrollment-related initiatives like call campaigns, tracking and reporting production outcomes, supporting student onboarding, and executing enrollment management initiatives. Finally, the supervisor collaborates heavily with SBS, Financial Aid, Advising, and other Student Services departments, partnering across these areas to coordinate event outreach and comprehensive student support.
Additional Information
Note: A second interview is conducted in the hiring process.
Essential Functions
50% Collaborate with the Manager and/or Director to advance departmental operations; Supervise, coordinate, administer, and implement a collaborative "One Stop" model of service in the contact center and welcome center by providing direct student services delivery, as well as problem resolution and technical assistance to students exploring, applying, enrolling and or navigating their educational experience at PVCC. Collaborate with area Managers and Directors to ensure service levels and up to date training in the areas of Financial Aid, Cashiering, Advising, and Admissions. Schedule employees, assign, monitor, provide feedback to and evaluate the work of the welcome and contact center employees.
30% Supervises front facing, online, and phone staff, provide optimal coverage and service to students. Offers regular customer service training, cross training in the areas of Advising, Financial Aid, and Cashiering to Welcome and Contact Center employees. Provides support to Dual, Puma Pre Advising, Recruitment, Financial Aid, and other partner areas.
20% Special Projects