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Chicago Application and Enrollment Manager
2 months ago
Illinois Action for Children (IAFC) is a leading organization in the early childhood care and education sector, dedicated to improving learning and life outcomes for children and families. With over 50 years of experience, we provide programs, services, and advocacy to support the development of strong families and communities.
Our MissionWe are committed to creating a culture of diversity, equity, and inclusion, where diverse perspectives and ideas are valued and integrated into our work. Our team is dedicated to building a better future for children and families, and we are seeking a talented individual to join our team as a Chicago Application and Enrollment Supervisor - Bilingual Spanish.
Job SummaryUnder the direction of the Chicago Application and Enrollment Manager, the Chicago Application and Enrollment Supervisor will oversee the Go CPS Parent Support Hotline, providing technical assistance and application support for families applying for Chicago Public Schools (CPS) Pre-K-9th grade programs. The successful candidate will supervise a team of staff, ensuring high-quality and professional services are provided to parents and providers.
Key Responsibilities- Supervise the Go CPS Parent Support hotline team to ensure high-quality and professional services are provided to parents and staff.
- Serve as a backup for the Chicago Application and Enrollment CEL Supervisor and undergo Chicago Early Learning Training.
- Monitor and implement policies and procedures on the Go CPS Hotline and other IAFC programs.
- Implement quality control measurements on assigned staff to ensure effective, efficient, and professional services are provided to parents and providers within set timelines and procedures.
- Maintain, monitor, and analyze team data captured in the Go CPS application systems, Salesforce, Smartsheet, School Mint, and other programs.
- Train team members on Go CPS application policies and procedures and monitor phone quality and customer service.
- Prepare written reports on assigned groups' call volume, call resolution, and other team activities; report regularly to assigned manager.
- Work in conjunction with the Human Resources Department and department management regarding recruitment and selection, performance evaluation, disciplinary, and other personnel actions.
- Schedule regular meetings with team and department management. Maintain several methods of communication with the team, including email, calls, and Microsoft Teams to ensure timely resolution of calls.
- Responsible for the completion of staff timesheets within the required deadline.
- Advanced Microsoft Office skills, intermediate skills in software including, Zoom, Salesforce, and Smartsheet.
- Knowledgeable of all team members' functions; could serve as a backup if needed to assist team.
- Maintains required job skills and core professional competencies. Attends and participates in required educational programs and staff meetings.
- Ensure confidentiality of information received and managed by Illinois Action for Children.
- Execute our workplace core capabilities of accountability, customer focus, continuous quality improvement (CQI), communication, competent people, and clear priorities.
- Other Functions: The Organization may assign other functions to the job at its discretion.
Responsible for supervising team members in a hybrid environment. Formal responsibility for planning, assigning, directing, and coordinating the work of these functions. Performs employee evaluations and makes hiring decisions. Supervises positions of Coordinator and Application Assistants.
Education and ExperienceThis position requires a Bachelor's degree in Early Childhood Education, Social Work, Business Management, Communication, or a related field. Additionally, the position requires at least 18 credit hours in child development or two years' work experience with direct childcare or experience working with birth-high school. High-volume call center experience is preferred.
Other Skills and Abilities- Ability to multi-task.
- Ability to navigate in multiple systems.
- Organizational skills.
- Strong written and verbal skills.
- Excellent customer service skills.
- Must be assertive and attentive.
- Excellent attention to detail.
- Supervisory experience.
- Flexible Spending Account.
- STD & LTD insurance.
- Company-paid Life Insurance.
