A successful candidate will have strong leadership skills with demonstrated experience leading supervisors and staff; managing workforce, service levels, and operational performance; developing employees; and creating a supportive, accountable, and student-centered team environment. The position leads the Senior Coordinators who supervise Contact Center full-time and part-time team members and is responsible for staffing and workforce planning, service levels, queue management, employee performance and development, escalated student concerns, and the overall effectiveness of daily Contact Center operations.