Onboarding and Employee Retention Specialist

CHCP•Houston, TX

4d•Onsite

About The Position

The Onboarding and Employee Retention Specialist plays a pivotal role in ensuring the Admission Advisors across all levels are equipped with the necessary skills, knowledge, and tools to excel in their roles. This position is integral to driving new student growth and fostering a culture of excellence through comprehensive training, adherence to compliance standards, and innovative process development. The Specialist will leverage adult learning theory and cutting-edge training methodologies to create dynamic and impactful training programs that align with organizational goals and enhance employee engagement and retention. Key highlights of this role include: Designing and implementing training programs that align with CHCP's strategic objectives and compliance standards. Monitoring and supporting new employee progress over a multi-year period to identify and address developmental needs. Collaborating with cross-functional teams to ensure seamless integration of training initiatives with broader organizational processes. Driving employee retention and engagement through targeted coaching and development plans. Utilizing advanced training platforms and tools to deliver impactful learning experiences. This position offers a unique opportunity to contribute to the success of CHCP's Admissions team by optimizing training processes, fostering professional growth, and ensuring consistency in delivering the CHCP value proposition. Conduct thorough research on enrollment processes across institutions to identify innovative practices and opportunities for enhancement. Gather and analyze feedback from prospective students to refine admission processes and materials. Review, update, and optimize existing training materials, including phone guides, interview decks, and product knowledge resources. Ensure all training content complies with established standards and regulatory requirements. Collaborate with the VP Enrollment Strategy and Operations to align training initiatives with organizational goals. Train and support Directors of Admissions (DOA) and Assistant Directors of Admissions (ADOA) in delivering onboarding processes and supplemental coaching. Develop expertise in CHCP's Learning Management Platform and other training software to enhance program delivery. Design and facilitate training sessions for Admissions Advisors, Enrollment Coordinators, and Appointment Setters, covering topics such as compliance, consultative advising, and CRM systems. Create and maintain comprehensive training materials, including workbooks, role-play scenarios, and knowledge checks. Coordinate with various departments to ensure training content aligns with the prospective student experience. Adapt training approaches to address campus-specific needs and performance trends. Establish Key Performance Indicators (KPIs) for Admission Advisors to monitor outreach, customer service rankings, and project outcomes. Analyze performance dashboards and mystery shop results to identify training gaps and provide actionable recommendations. Support special projects related to enrollment growth, retention, and process optimization. Serve as the primary contact for software training related to Admission functions, including electronic enrollment agreements and CRM systems. Manage the Secret Shopper process, deliver results, and oversee improvement initiatives. Collaborate with Financial Aid, Career Services, Program Directors, and Student Services to ensure a seamless prospective student experience. Participate in campus open houses, community events, and lead-generation activities as needed. Perform additional duties as assigned to support organizational objectives.

Requirements

Associate's Degree required; Bachelor's degree preferred in business, human resources, education, or communication. Relevant experience may substitute for educational requirements.
Minimum of 3-5 years of advising experience within a for-profit career education system.
Exceptional written and verbal communication skills.
Strong interpersonal skills with the ability to build effective relationships across teams.
Superior organizational and problem-solving abilities.
Demonstrated ethical and innovative approach to training and employee development.
Proficiency in MS Office and software platforms related to training facilitation and design.
Ability to lead and collaborate effectively across campuses and teams.
Strong listening skills and the ability to develop effective solutions.
Adaptability to changing assignments and priorities.
Proven ability to manage multiple tasks and meet deadlines successfully.
Persuasive influence skills to guide Directors, Assistant Directors, and Advisors at all levels.

Nice To Haves

Coursework or experience in Adult Learning Theory, Group Facilitation, Instructional Design, Needs Assessment Development, and Training Delivery is strongly preferred.

Responsibilities

Designing and implementing training programs that align with CHCP's strategic objectives and compliance standards.
Monitoring and supporting new employee progress over a multi-year period to identify and address developmental needs.
Collaborating with cross-functional teams to ensure seamless integration of training initiatives with broader organizational processes.
Driving employee retention and engagement through targeted coaching and development plans.
Utilizing advanced training platforms and tools to deliver impactful learning experiences.
Conduct thorough research on enrollment processes across institutions to identify innovative practices and opportunities for enhancement.
Gather and analyze feedback from prospective students to refine admission processes and materials.
Review, update, and optimize existing training materials, including phone guides, interview decks, and product knowledge resources.
Ensure all training content complies with established standards and regulatory requirements.
Collaborate with the VP Enrollment Strategy and Operations to align training initiatives with organizational goals.
Train and support Directors of Admissions (DOA) and Assistant Directors of Admissions (ADOA) in delivering onboarding processes and supplemental coaching.
Develop expertise in CHCP's Learning Management Platform and other training software to enhance program delivery.
Design and facilitate training sessions for Admissions Advisors, Enrollment Coordinators, and Appointment Setters, covering topics such as compliance, consultative advising, and CRM systems.
Create and maintain comprehensive training materials, including workbooks, role-play scenarios, and knowledge checks.
Coordinate with various departments to ensure training content aligns with the prospective student experience.
Adapt training approaches to address campus-specific needs and performance trends.
Establish Key Performance Indicators (KPIs) for Admission Advisors to monitor outreach, customer service rankings, and project outcomes.
Analyze performance dashboards and mystery shop results to identify training gaps and provide actionable recommendations.
Support special projects related to enrollment growth, retention, and process optimization.
Serve as the primary contact for software training related to Admission functions, including electronic enrollment agreements and CRM systems.
Manage the Secret Shopper process, deliver results, and oversee improvement initiatives.
Collaborate with Financial Aid, Career Services, Program Directors, and Student Services to ensure a seamless prospective student experience.
Participate in campus open houses, community events, and lead-generation activities as needed.
Perform additional duties as assigned to support organizational objectives.