Family Enrollment Supervisor

Pearson•Baltimore, MD

About The Position

Purpose of the position Reporting to the Regional Enrollment Manager, the Family Enrollment Supervisor will oversee the daily workflow and operations of the Family Enrollment Counselor (FEC) team. The FEC team consists of enrollment specialists who provide customer service to Connections Academy families and school-based staff. The team provides expert support to assist prospective families through the enrollment process. FECs provide a critical link between Connections Academy and our families, facilitating professional, sensitive, informative, and responsive interactions that lead to positive and productive relationships. With responsibility for a regional group of Family Enrollment Counselors, the Supervisor will manage the performance of their team to optimize efficiency, quality, and outcomes. The Supervisor will maintain thorough knowledge of enrollment requirements for each Connections Academy school in their region, with awareness of enrollment caps, deadlines, required documentation, and special processes. The Supervisor is expected to build a high-performing team and coach their direct reports to consistently meet and exceed our customer service expectations. A successful candidate will demonstrate superior time management, delegation, and organizational skills, and must excel at coaching and developing employees.

Requirements

Demonstrated consultative sales experience and management of high-volume call metrics
Demonstrated application and knowledge of KPI’s that are predictive of enrollment conversion success
Proven experience supporting families and schools with complex enrollment requirements and/or 2+ years of demonstrated phone-based remote, phone-based admissions experience
Demonstrated success with developing and driving a team of enrollment counselors to deliver quality enrollment conversions from inbound and outbound communication.
Bachelor's Degree required
1+ years of supervisory or management experience strongly preferred
Ability to serve as an effective leader, coach, motivator, and mentor
Comprehensive knowledge of customer service and call handling procedures
Excellent interpersonal skills, and written and oral communication skills
Strong computer skills, including proficiency in Microsoft Excel and Outlook 365 suite
Excellent data analysis skills
Ability to work as part of a team to prioritize, plan, and deliver positive outcomes
Ability to multitask and manage competing priorities
Highly organized, attentive to detail, self-motivated, and committed to quality work
Ability to manage stressful situations in a calm, courteous and efficient manner
Ability to work in a fast-paced environment and make quality, informed decisions
Comprehensive skills in Connexus and Pearson systems preferred
Must be willing to work shift work to support assigned time zones.

Nice To Haves

Comprehensive skills in Connexus and Pearson systems preferred
1+ years of supervisory or management experience strongly preferred

Responsibilities

Assist in driving key performance indicators, enrollment goals, and priority workflow for focused school-specific outbound task forces.
Ability to analyze data and enrollment reporting to identify productivity concerns or enrollment pipeline opportunities to help drive enrollment goal success.
Manage daily operations oversight and execution, including directing team workflow, supervising staff, resolving employee issues, and prioritizing department goals and projects.
Play a leading role in supporting and developing Family Enrollment Counselors, Team Leads, and Liaisons by way of regular meetings, goal setting, and a strong focus on ongoing formal and informal coaching.
Monitor team members’ quality and productivity to improve performance, meet department goals, and establish improvement plans when necessary.
Track, analyze, and report on team metrics, and meet key performance indicators of service levels, customer satisfaction, enrollment conversion rates, and other measures of success.
Maintain consistent communication with the Regional Enrollment Manager and other members of leadership to address potential concerns and discuss overall team performance.
Constantly innovate and improve enrollment processes and workflow approaches to drive efficiency and expedite enrollments.
Manage staffing needs through interviewing, hiring, and onboarding.
Maintain awareness of school information such as enrollment processes, enrollment caps, deadlines, and special projects, and serve as a subject matter expert for FECs and other stakeholders.
Work with regional Liaison to maintain strong relationships with partner schools and ensure that the FEC team has the training and ability to meet school needs.
Oversee FEC compliance with departmental and company policies, taking disciplinary action as required.
Track and approve leave requests, timesheets, and other administrative tasks as needed.
Ensure exceptional customer experience, including communicating with clients who have complaints and handling complex escalated situations.
Collaborate with departments to ensure that all resources are consistent and up-to-date, and to facilitate successful processes, strategies, and interdepartmental initiatives.
Other duties as assigned.