Description

This position is incentive eligible.

At Galen College of Nursing, we educate and empower nurses to change lives. Since 1989, we’ve dedicated our work to delivering high-quality nursing education with a student-first mindset. As one of the largest private nursing colleges in the country, we combine the support of a close-knit learning environment with the strength of a nationally recognized institution, HCA Healthcare.

That same passion for excellence in the classroom extends to our offices. At Galen, you’ll find a culture deeply rooted in collaboration, innovation, and a shared commitment to improving the future of healthcare. Your work directly touches the next generation of nurses, and your contributions help our students pursue their dream of a compassionate career.

If you’re looking for a career where you can make a difference, grow professionally, and be part of a caring team, we’d love for you to apply for the Director of Enrollment Contact Center position today!

Click here to learn more about Galen!

Position Overview:

As a Director of the Enrollment Contact Center at Galen College of Nursing, you will provide strategic and operational leadership for all inbound and outbound telephonic communications supporting student enrollment and engagement across the college. This role drives conversion performance by optimizing people, process, and technology while ensuring an exceptional student experience. The Director oversees day-to-day operations, performance management, workforce planning, and continuous improvement initiatives, including optimization of the college’s contact center platform (Genesys). This leader ensures call center performance aligns with institutional growth objectives and supports population growth through high-quality appointment generation and student outreach.

Key Responsibilities:

• Provide full operational oversight of all enrollment contact center functions across campuses and markets.
• Develop and execute a strategy that aligns call center performance with institutional enrollment goals.
• Own the contact center’s omnichannel communication strategy, workflows, service levels, and operational standards.
• Partner with Enrollment, Marketing, Campus Leadership, and Student Services to optimize lead flow and conversion.
• Own performance metrics that drive population growth, including: Appointments Scheduled, Meetings Given at campus, Lead-to-Appointment conversion, Speed to Lead / Outreach effectiveness, show rates and conversion progression.
• Monitor daily, weekly, and quarterly trends and make real-time operational adjustments to improve outcomes.
• Establish and maintain performance dashboards and KPI reporting for executive leadership.
• Develop escalation processes for complex student issues and monitor resolution outcomes.
• Build performance management frameworks including coaching plans, scorecards, and corrective action processes.
• Oversee staffing models, scheduling, forecasting, and capacity planning.
• Own implementation, monitoring, and optimization of contact center technology across all contact channels (voice, SMS, email, chat).
• Use directional and real-time data to make operational decisions that improve conversion performance.

Position Requirements:

• 7-10+ years of leadership experience in a call center/contact center environment.
• Bachelors degree in Business, Operations, Communications or related field preferred.
• Proven track record managing teams focused on conversion, sales, or enrollment outcomes.
• Strong experience with performance metrics, workforce management, and operational analytics.
• Experience with Data Privacy compliance and TCPA/DNC regulations for telephony and SMS.
• Demonstrated success leading multi-site or scaled operations.
• Experience leading technology implementations or major system upgrades.
• Experience with cloud contact center platforms (Genesys or equivalent).

Benefits

At Galen College of Nursing, we want to ensure your needs are met. We offer a comprehensive package of medical, dental, and vision plans, tuition discounts, along with unique benefits, including:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial well-being
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for children, elders, and pet care, home and auto repair, event planning, and more.
• Consumer discounts through Abenity.
• Retirement readiness, rollover assistance services, and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away from Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits.

Note: Eligibility for benefits may vary by location.

Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE).

Galen’s Compassionate Care Model Values

• Inclusivity: I foster an environment that provides opportunity for every individual to reach their full potential.
• Character: I act with integrity and compassion in all I do.
• Accountability: I own my role and accept responsibility for my actions.
• Respect: I value every person as an individual with unique contributions worthy of consideration.
• Excellence: I commit myself to the highest level of quality in everything I do.

Learn more about our vision and mission.

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below:

Director of Enrollment Contact Center

Galen College of Nursing