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Enrollment Operations Manager

2 months ago

Chandler, Arizona, United States Boundless Learning Full time

About Boundless Learning

At Boundless Learning, we are dedicated to enabling our partners to provide outstanding experiences that broaden opportunities for learners globally. We prioritize learner success in all our initiatives, empowering our partners to create personalized, learner-focused experiences that enhance access and foster economic mobility. Here, you will have the chance to collaborate with passionate and diverse teams, where your insights are valued, and your expertise is acknowledged. Join us in our significant mission to transform education and positively impact the lives of learners worldwide.

Position Overview

This role serves as a leadership support position, collaborating closely with the Director of Enrollment to oversee the student recruitment operations. This includes advising and mentoring individuals and teams on strategies to enhance performance. Responsibilities typically encompass conducting individual and team meetings with enrollment advisors to review their databases, student pipelines, cultivation strategies, and communication efforts. This position carries specific targets related to achieving enrollment goals within designated timeframes.

Key Responsibilities

Specific duties and responsibilities include, but are not limited to:

  • Under the guidance of the Director of Enrollment, coordinate team efforts to surpass new student enrollment objectives while upholding service quality standards.
  • Implement the Lead Management Plan to maximize lead engagement through effective management of Enrollment Advisors (EAs).
  • Ensure effective management of the sales funnel pipelines.
  • Conduct daily pre-shift, post-shift, and ad-hoc meetings with the EA team to maintain high energy and productivity levels while ensuring open communication.
  • Hold weekly or bi-weekly one-on-one meetings with EA team members to review pipeline progress and provide coaching and evaluation.
  • Offer onboarding leadership and coaching to new EA team members to facilitate swift development and productivity.
  • Facilitate and document the call quality assessment process and conduct calibration sessions with all relevant parties.
  • Quickly identify performance gaps and implement effective corrective actions to meet objectives.
  • Manage and enhance daily EA behaviors to foster a performance-driven culture, closely monitoring underperformers with clear documentation and action plans.
  • Analyze operational reports to improve forecast accuracy and drive team performance.
  • Serve as a subject matter expert on recruitment functions, including the tools and technologies utilized in daily operations as well as program and process knowledge.
  • Audit database records to identify opportunities for improvement in adherence to lead management guidelines and communication quality.
  • Monitor performance and identify areas for team development and individual growth.
  • Provide coaching and support to Enrollment Advisors regarding lead management, effective communication with students, forecasting, and performance enhancement.
  • Utilize general observations, phone interactions, and interviews to actively coach direct reports in improving skills and customer service levels.
  • Thoroughly document all coaching and training activities.
  • Facilitate quarterly one-on-one discussions with each team member to address performance-related topics, coaching needs, workload prioritization, and personnel matters.
  • Review enrollment files for accuracy and compliance.
  • Conduct weekly applicant pipeline review meetings to ensure prospective students meet enrollment criteria and are ready to begin their educational journey.
  • Assist program teams in forecasting current term enrollments and provide staffing recommendations to leadership to optimize productivity.
  • Actively participate in the recruitment, onboarding, training, and management of Enrollment Advisors.
  • Work to minimize annual attrition rates.
  • Support the Director of Enrollment in the budgeting process for each fiscal year, including forecasting staffing needs, turnover, and operational expenses for the recruitment team.
  • Resolve a range of enrollment inquiries and challenges.
  • Ensure the Enrollment team adheres to proper documentation protocols and outreach strategies.
  • Act as an escalation point for the team in the absence of the Director of Enrollment.
  • Ensure alignment between the Boundless Learning enrollment team and partner expectations.

Qualifications

  • A bachelor's degree from an accredited institution or a suitable combination of education and substantial call center experience.
  • A minimum of 3 years of experience in higher education is preferred.
  • A minimum of 5 years of experience in consultative sales management and leadership is preferred.
  • Strong leadership and organizational skills, with effective time management and conflict resolution abilities.
  • A comprehensive understanding of contact center operations.
  • Demonstrated expertise in recruitment training and development.
  • Ability to thrive in a fast-paced environment and be a self-starter.
  • A highly motivational, energetic, and collaborative personality.
  • Ability to drive performance by fostering a productive and enjoyable work environment.
  • Exceptional written and verbal communication skills.
  • Strong analytical capabilities.
  • Proficiency in MS Office applications, including Word, Excel, PowerPoint, and Outlook.
  • Willingness to work evenings until 9:00 PM and/or weekends as business needs arise.

Supervisory Responsibilities

  • Manage Enrollment Advisors.
  • Coordinate the work of others, being accountable for team outputs and focusing on overall team goals and results.
  • Coach and mentor less experienced or underperforming employees to enhance their knowledge and performance levels.
  • Administer development plans and disciplinary actions as necessary.