Project Specialist (Call Center Outreach)

Description

SUMMARY DESCRIPTION

Under general supervision, the Project Specialist (Call Center Outreach) provides coordination and operational support for targeted student outreach initiatives designed to support Fall enrollment. The position assists with outbound call campaigns, project tracking, data collection, and administrative functions within a call center environment. This role supports summer enrollment efforts by ensuring timely communication with prospective and continuing students and maintaining accurate records of outreach activities. The position offers practical experience in project coordination, call center operations, and higher education business processes.

REPRESENTATIVE DUTIES

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices

• Support the coordination and tracking of outreach projects, including monitoring tasks, timelines, and deliverables to ensure completion of campaign objectives
• Conduct outbound calls to prospective and continuing students using established scripts and key messaging to promote enrollment and provide general information
• Accurately document call outcomes, update student records, and track follow-up actions in designated systems
• Assist in maintaining and updating reports, spreadsheets, and project documentation related to call campaigns and outreach efforts
• Perform data entry and support basic analysis of call center metrics, including call volume, response rates, wait times, and customer satisfaction indicators
• Collaborate with team members to gather updates, verify information, and support alignment of outreach activities
• Participate in team meetings; take notes and track action items to support project follow-through
• Assist with small-scale process improvement efforts to enhance efficiency and effectiveness of call center operations
• Provide general administrative and clerical support to call center and project teams
• Perform related duties as assigned

QUALIFICATIONS

Knowledge:

• Demonstrated ability to communicate effectively, both verbally and in writing.
• Basic organizational skills with attention to detail and accuracy.
• Basic proficiency with Microsoft Office applications (Word, Excel, Outlook) or similar software.
• Basic office practices, procedures, and equipment.
• Customer service principles and telephone communication etiquette.
• Data entry and recordkeeping practices.

Ability to:

• Manage multiple tasks and meet deadlines in a structured environment.
• Follow established procedures and scripts while maintaining a professional and courteous demeanor.
• Communicate clearly and effectively with diverse populations.
• Provide courteous and professional service via phone and electronic communication.
• Accurately enter and maintain data in spreadsheets and databases.
• Work independently and collaboratively in a team environment.
• Maintain confidentiality of student and institutional information.
• Maintain sensitivity to and understanding the diverse academic, socioeconomic, cultural, and ethnic backgrounds of students, including veterans and military families.
• Report to work on a regular and consistent basis, as scheduled, to assigned job.

EDUCATION AND EXPERIENCE GUIDELINES

Preferred Qualifications:

• Prior experience in customer service, call center operations, or administrative support.
• Experience with data entry, reporting, or tracking systems.

WORKING ENVIRONMENT AND PHYSICAL DEMANDS

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Work is primarily performed in an office call center environment. Frequent interaction with students, staff, and the public via telephone and electronic communication. Fast-paced setting with frequent interruptions during peak enrollment periods. Ability to sit for extended periods while working at a computer workstation. Ability to use hands and fingers to operate a computer keyboard, mouse, and telephone equipment; perform repetitive hand and wrist motions. Seeing: Ability to read and interpret data on a computer screen; view written documents; and perform close vision tasks with or without reasonable accommodation. Hearing: Ability to hear and understand conversations and information communicated via telephone, headset, and in-person interactions. Speaking: Ability to communicate clearly and effectively to exchange information verbally in person, via phone, and through virtual platforms.

Supplemental Information

Work Schedule: TBD – Schedule and shift vary and are subject to change in accordance with the department's needs.

Hours per Week: Up to 25

Employment Conditions and Information:

This is a short-term, temporary, hourly Non-Bargaining Unit (NBU) assignment, not to exceed 160 days and 960 hours per fiscal year (July 1st through June 30th). Short-term, temporary NBU positions may only be used on an intermittent, seasonal, or project basis. Education Code Section 88003 states "Short-term employee means any person who is employed to perform a service for the district, upon the completion of which, the service required or similar services will not be extended or needed on a continuing basis."

After successful completion of the onboarding requirements, an individual may be employed by the South Orange County Community College District (SOCCCD) as a short-term, temporary NBU employee. Employment will be on an “if and as needed” basis, as determined by the SOCCCD. The assignment may be shortened or extended at any time, due to departmental needs, with little to no notice. NBU employment is at-will, and either party may terminate this working relationship at any time. Neither party shall be required to provide any reason for the separation. NBU employees shall not have reemployment rights or recourse to petition to be reinstated.

NBU employees are limited to working in a single position for a single department and site (assignments are onsite only).

NBU employees are paid on a monthly basis.

NBU employees who work more than 1000 hours per fiscal year are required to contribute to the California Public Employees Retirement System (CalPERS), through payroll deduction. The SOCCCD does not intend to employ NBU employees for more than 960 hours during any fiscal year.