Supervisor, Enrollment Operations

Stride, Inc.

5d•Remote

About The Position

The Supervisor of Enrollment Operations leads a high-performing team of Enrollment Specialists for our remote call/contact center environment. This position ensures the efficient and accurate resolution of school escalations, case management, and new enrollments. This is a critical role requiring strong leadership, analytical skills, and an understanding of K12 operations. The successful candidate will drive process improvements, coach and develop their team, and contribute to the overall success of the Enrollment department. SUMMARY: The Supervisor of Enrollment Operations leads a high-performing team of Enrollment Specialists for our remote call/contact center environment. This position ensures the efficient and accurate resolution of school escalations, case management, and new enrollments. This is a critical role requiring strong leadership, analytical skills, and an understanding of K12 operations. The successful candidate will drive process improvements, coach and develop their team, and contribute to the overall success of the Enrollment department.

Requirements

High School Diploma AND Three (3) years of call center OR Equivalent combination of education and experience
Excellent written and verbal communication skills
Strong analytical and problem-solving skills
Proficiency in Microsoft Office Suite
Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
Ability to maintain a professional home office environment
Ability to work in high call volume environment
Ability to work independently and as part of a team
Ability to meet performance goals and deadlines
Ability to clear a background check
Our work from home members are required to have and maintain reliable High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider. Ethernet connection is preferred.

Nice To Haves

Associate or bachelor’s degree
Prior experience in a supervisory or leadership role
Experience in the education or online learning industry
Knowledge of K12 products and services

Responsibilities

Lead, coach, and mentor a team of Enrollment Specialists to achieve performance goals and exceed customer expectations.
Conduct performance reviews, provide feedback, and identify opportunities for growth and development.
Address team issues, attendance and concerns promptly and effectively.
Oversee team training and onboarding, ensuring all team members are equipped with the necessary skills and knowledge.
Monitor team performance metrics, identify trends, and implement corrective actions as needed.
Ensure timely and accurate processing of new enrollments and resolution of escalations.
Conduct quality assurance audits to identify areas for improvement and maintain high service standards.
Analyze enrollment data to identify trends, identify areas for improvement, and inform strategic decision-making.
Develop and implement strategies to improve team efficiency and productivity.
Maintain a deep understanding of K12 products and services to effectively support customers and provide "best-fit" recommendations.
Collaborate with cross-functional teams to improve the overall customer experience.
Ensure all customer interactions are handled with professionalism, empathy, and a focus on resolution.
Maintain a strong understanding of K12's enrollment systems and processes.
Proficient in Microsoft Office Suite and other relevant software applications.
Manage team schedules, time-off requests, and performance documentation.
Ensure compliance with all relevant policies and procedures.