Mississippi Gulf Coast Community College · 16 hours ago
Lead Communications Specialist - AS1266P
Hattiesburg, MS
Full-time
Onsite
Mid, Senior Level
3+ years expMississippi Gulf Coast Community College is a public university located in Perkinston, MS, seeking a Lead Communications Specialist. This role is responsible for analyzing data from the College's Contact Center to improve enrollment communication and enhance the student experience.
EducationHigher EducationPrimary Education
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
Mississippi Gulf Coast Community College
Mississippi Gulf Coast Community College is a school.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$0.02MKey Investors
Lowe's FoundationAARP
2025-07-18Grant
2024-07-03Grant· $0.02M
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