Lead Communications Specialist - AS

This Position is for a Lead Communication Specialist with a public university located in Perkinston, MS.

Job Description:

General Statement of Function:
The Lead Communications & Contact Center Analytics Specialist is responsible for analyzing, interpreting, and leveraging data from the College's Contact Center (Cisco Agent Software) to continuously improve enrollment communication, public‑facing information, and the student experience. This position serves as a key liaison between Enrollment Services, Recruiting, Marketing, and Web teams, translating inquiry data into coordinated communication strategies that enhance accuracy, consistency, and institutional responsiveness.

The role focuses on identifying trends in student and community inquiries, recommending improvements to messaging and content, and supporting continuous improvement in how information is delivered across platforms. The incumbent provides training and support to Student Services Representatives (SSRs) on the Cisco Agent platform and best practices for inquiry documentation and communication, without direct supervisory responsibility. This position reports to the Associate Vice President of Student Services & Enrollment Strategies.

• Serve as the institutional lead for reporting and analytics associated with the College's Contact Center (Cisco Agent Software).
• Analyze real‑time and historical inquiry data to identify trends, peak periods, recurring questions, and opportunities for communication improvement.
• Prepare regular reports and summaries for enrollment leadership that highlight inquiry themes, service outcomes, and areas requiring attention.
• Serve as a liaison between Enrollment Services, Recruiting, Marketing, and Web teams, ensuring inquiry data informs public‑facing content, recruitment messaging, and enrollment communications.
• Collaborate with the Director of Recruiting to refine recruitment messaging, scripts, and outreach strategies based on inquiry patterns.
• Work closely with the Webmaster to recommend updates to website content, FAQs, and self‑service resources in response to common inquiry topics.
• Support the development and maintenance of standardized communication guidelines, call scripts, and knowledge‑base documentation to promote consistency and accuracy.
• Provide training and ongoing support to Student Services Representatives (SSRs) on the Cisco Agent platform, including documentation standards, communication best practices, and system functionality.
• Monitor inquiry channels associated with Contact Center activity, including Live Chat and general inquiry email accounts, to ensure timely, professional, and accurate responses.
• Assist in identifying opportunities to resolve student inquiries through enhanced web‑based tools and self‑service resources prior to escalation.
• Maintain a working knowledge of admissions, enrollment, financial aid fundamentals, and student services processes to ensure accurate and helpful guidance.
• Proactively communicate with campuses and departments to remain informed of program updates, deadlines, events, and policy changes impacting student inquiries.
• Support enrollment, onboarding, and retention initiatives by providing communication insights that improve student understanding and engagement.
• Ensure all communication and data practices comply with MGCCC policies, procedures, and FERPA requirements.
• Maintain strict confidentiality of student records, institutional data, and sensitive information.
• Work flexible hours as needed to support peak enrollment cycles or special initiatives.
• Perform other related duties as assigned by the AVP of Student Services & Enrollment Strategies.

• Minimum of an Associate Degree from an accredited institution.
• Three (3) years of experience in a professional, customer‑facing, communications, or enrollment‑related environment.
• Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong written, verbal, and interpersonal communication skills.
• Demonstrated customer service experience with a focus on problem resolution and quality communication.

• Bachelor's degree from an accredited institution.
• Experience working in Student Services, Enrollment Management, or a higher education setting.
• Experience with Contact Center platforms, preferably Cisco Agent Software.
• Familiarity with student information systems such as Ellucian Banner or comparable administrative systems.
• Experience using data, analytics, or reporting tools to improve communication, workflows, or customer experience.

Mississippi Gulf Coast Community College is