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Enrollment Operations Leader

2 months ago

Chandler, Arizona, United States Boundless Learning Full time

At Boundless Learning, we are dedicated to enabling our partners to provide outstanding experiences that broaden opportunities for learners globally. Our focus is on learner success, allowing our partners to create tailored, learner-focused experiences that enhance access and foster economic mobility. Here, you will have the chance to work alongside passionate and diverse teams, where your insights are appreciated, and your expertise is acknowledged. Embark on this significant journey to transform education and make a lasting impact on learners worldwide.

Position Overview

This role serves as a pivotal leadership support position, collaborating with the Director of Enrollment to oversee the student recruitment operations. This includes guiding and mentoring individuals and teams to enhance performance. Key responsibilities involve conducting individual and team meetings with enrollment advisors to review their databases, student pipelines, cultivation strategies, and communication methods.

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 targets while upholding service standards.
  • Implement the Lead Management Plan to maximize lead engagement through effective management of Enrollment Advisors (EAs).
  • Ensure efficient management of the sales pipeline.
  • Facilitate daily pre-shift, post-shift, and ad-hoc meetings with the EA team to maintain high energy and productivity levels while ensuring open communication.
  • Conduct regular one-on-one meetings with EA team members to discuss pipeline engagement and provide performance coaching.
  • Offer onboarding leadership and coaching to new EA team members to ensure swift development and productivity.
  • Oversee and document the call quality process, conducting calibration sessions with all relevant parties.
  • Identify performance gaps promptly and implement effective corrective actions to meet objectives.
  • Manage daily EA activities to foster a performance-driven culture, addressing underperformance with clear documentation and action plans.
  • Analyze operational reports to enhance forecast accuracy and drive team performance.
  • Serve as a subject matter expert in recruitment processes, including the tools and technologies utilized in daily operations.
  • Audit database records to identify opportunities for improving adherence to lead management guidelines and communication quality.
  • Monitor team performance and identify areas for growth and individual development.
  • Provide coaching and support to Enrollment Advisors regarding lead management, effective communication with students, and performance forecasting.
  • Utilize observations from calls and interviews to actively coach team members in enhancing their skills and customer service levels.
  • Thoroughly document all coaching and training activities.
  • Facilitate quarterly performance discussions with each team member to address performance topics, coaching needs, workload prioritization, and personnel matters.
  • Review enrollment documentation for accuracy and compliance.
  • Conduct weekly applicant pipeline review meetings to ensure prospective students meet enrollment criteria and are prepared for school.
  • Assist program teams in forecasting current term enrollments and make staffing recommendations 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 annual budgeting process, including forecasting staffing needs and operational expenses for the recruitment team.
  • Resolve enrollment-related inquiries and issues effectively.
  • 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 Boundless Learning's enrollment team and partner expectations.

Qualifications

  • Bachelor's degree from an accredited institution or a suitable combination of education and significant call center experience.
  • Preferred minimum of 3 years in Higher Education.
  • Preferred minimum of 5 years in consultative sales management and leadership.
  • Strong leadership and organizational skills, with effective time management and problem-solving abilities.
  • Comprehensive understanding of contact center operations.
  • Proven expertise in recruitment training and development.
  • Able to thrive in a fast-paced environment and demonstrate self-motivation.
  • Highly energetic, motivational, and collaborative personality.
  • Ability to drive performance through fostering a productive and enjoyable work atmosphere.
  • Exceptional written and verbal communication skills.
  • Strong analytical capabilities.
  • Proficient in MS Office applications, including Word, Excel, PowerPoint, and Outlook.
  • Willingness to work evenings and weekends as business needs require.

Supervisory Responsibilities

  • Oversee the work of Enrollment Advisors.
  • Coordinate team efforts, ensuring accountability for team outputs and focusing on overall goals and results.
  • Mentor and coach less experienced or underperforming employees to enhance their knowledge and performance.
  • Administer development plans and disciplinary actions as necessary.