Supervisor, Chicago Application & Enrollment

Illinois Action For Children • Chicago, IL

1d • Hybrid

About The Position

Under the direction of the Referrals and Outreach Director, the Chicago Application and Enrollment (CAE) Supervisor will oversee the Chicago Early Learning (CEL) Parent Support Hotline. The CEL Parent Support Hotline offers dedicated support to Chicago families seeking to learn more about the importance of early learning for their child’s development. The CEL Parent Support hotline provides phone and web-based assistance for families to help them identify and apply for CEL programs. Additionally, CEL Parent Support hotline provides Chicago families with support to manage their application once they are submitted. CEL Parent Support hotline staff also troubleshoot and resolve questions, concerns, and issues surrounding application submission and management. Under the direction of the Referrals and Outreach Director, the CAE Supervisor oversees the direct services and support provided to parents and providers who contact the CEL Parent Support Hotline. The person in this role directly supervises and evaluates all assigned staff. All work is to be completed with minimum supervision and in accordance with organizational standards.

Requirements

• Bachelor’s degree in early education, Social Work, Business Administration, or related field.
• Experience with leading a call center team.
• 18 credit hours in child development or two years' work experience with direct childcare preferred.
• Ability to multi-task
• Organizational skills
• Evening and weekend availability as needed
• Strong written and verbal skills
• Excellent customer service skills
• Excellent attention to detail
• Supervisory experience

Responsibilities

• Supervise Chicago Early Learning Parent Support hotline team to ensure that high quality and professional services are provided to parents and staff.
• Monitor and implement policies and procedures on the Chicago Early Learning Parent Support Hotline and other Illinois Action for Children 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 CEL application system, Salesforce, Smartsheet, School Mint, and other programs.
• Train team on the CEL application policies and procedures.
• Prepare written reports on assigned groups call volume, call resolution and other team activities; report regularly to assigned manager.
• Work in conjunction with 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.
• Knowledgeable of all team members' functions; could serve as back-up 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.

Benefits

• Health, dental, and vision insurance plans with a company contribution of 95% for single coverage
• 401k with company match
• Generous PTO – first year-23 days, the second year-28 days, the third year and on - 35 days
• 11 Paid Holidays and 1 Floating Holiday
• Tuition Reimbursement
• Flexible Spending Account
• STD & LTD insurance
• Company-paid Life Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees