Enrollment Team Lead

4 weeks ago

Orlando, Florida, United States Boundless Learning Full time
About the Role

At Boundless Learning, we are empowering our partners to deliver exceptional experiences that expand opportunities for learners around the world. Our Enrollment Supervisor will play a critical role in supporting the Director, Enrollment in leading the student recruitment function of the business.

Key Responsibilities
  • Provide onsite leadership for the student recruitment function, advising and coaching individuals and teams on opportunities to improve performance.
  • Organize team efforts to exceed new student start goals while maintaining service standards.
  • Ensure optimized pipeline management of the sales funnels and conduct daily pre-shift/post-shift/ad-hoc meetings with the Enrollment Advisors (EA) team.
  • Conduct one-on-one meetings with EA team members to discuss pipeline movement/engagement and provide call evaluation and coaching.
  • Provide onboarding leadership, coaching, and engagement to new EA team members to ensure rapid progression and productivity.
  • Facilitate and document the call quality process and administer call calibration sessions with all involved parties.
  • Quickly identify performance gaps and take appropriate action to course correct towards objectives.
  • Manage and optimize the daily EA behaviors that will deliver the desired performance culture.
  • Analyze reports related to the day-to-day operations and overall productivity of the team to improve accuracy in forecasts and drive performance.
  • Serve as a subject matter expert relating to the recruitment function, including the tools and technology used for daily jobs as well as the partner program and process knowledge.
  • Audit database records to find opportunities to improve on adherence to lead management guidelines, quality, and timeliness of email communications.
  • Monitors performance and identifies areas for team growth and individual development.
  • Provide coaching and support to Enrollment Advisors in the area of lead management, quality communication with students, forecasting, and performance.
  • Using general, phone, and interview observations, actively coach direct reports to improve skill sets and customer service levels.
  • Thoroughly document coaching and training.
  • Facilitate one-on-one quarterly conversations with each team member to discuss topics relevant to their performance, individual coaching, and developmental needs, prioritization of workload, and personnel issues.
  • Review enrollment files for accuracy and compliance.
  • Conduct weekly applicant pipeline review meetings to ensure future students have met enrollment requirements and are prepared to start school.
  • Assist program teams in forecasting their current term enrollments.
  • Make staffing recommendations to leadership that optimize productivity.
  • Actively participate in interviewing, onboarding, training, and management of Enrollment Advisors.
  • Minimize annual attrition.
  • Support the Director, Enrollment in the budgeting process for each fiscal year, including forecasting staffing needs, turnover, operating, and other expenses for the recruitment team within your area of responsibility.
  • Resolve most simple to moderately to complex enrollment questions and problems.
  • Ensure that the Enrollment team follows proper documentation protocols and departmental outreach strategies.
  • Serve as an escalation point for the CFT in the absence of the Director, Enrollment.
  • Ensure alignment between Boundless Learning enrollment team and Partner expectations.
Requirements
  • 4-year degree from an accredited institution or appropriate combination of education and significant call center experience.
  • Minimum 3 years Higher Education experience preferred.
  • Minimum 5 years consultative sales management and leadership experience preferred.
  • Strong leadership and organizational capabilities with time management, conflict, and problem-resolution skills.
  • A thorough understanding of contact center operations.
  • Demonstrated proficiency in recruitment training and development.
  • Capacity to work in a fast-paced environment and to be a self-starter.
  • Highly motivational, energetic, and collaborative personality.
  • Able to drive performance through the creation of a productive and fun work environment.
  • Outstanding written and verbal communication skills.
  • Strong analytical skills.
  • Proficient in MS Office, including Word, Excel, PowerPoint, and Outlook.
  • Ability to work evenings until 9:00 PM (if needed) and/or weekends as business needs dictate.

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