Supervisor, Enrollment Services

Stellar Virtual-posted 3 months ago

Full-time • Mid Level

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As the Supervisor of Enrollment Services, you will provide strategic oversight to the entire enrollment process, collaborating closely with the Senior Manager of Enrollment Services. You will empower and mentor a team of enrollment professionals to deliver outstanding service to prospective students and families. This key leadership role involves developing and executing impactful marketing strategies to drive new student enrollment, while ensuring a streamlined and effective enrollment process that supports Stellar Virtual's goals. You will also be responsible for instilling the school's values, differentiators, and vision within the team, and for actively engaging prospective families to nurture strong enrollment interest.

Lead and motivate a team of customer service representatives, ensuring they meet performance goals and deliver excellent service.
Monitor team performance and provide coaching, feedback, and ongoing support to enhance skill development.
Track and assess team performance metrics (e.g., call handling time, customer satisfaction, resolution rates) to ensure KPIs are met.
Conduct regular one-on-one meetings with team members to discuss performance and set developmental goals.
Onboard, train, and continuously develop team members to enhance their skills and performance.
Conduct regular training sessions and ensure team members stay updated on new products, services, and processes.
Handle escalated customer concerns or complaints, providing resolutions in a timely and professional manner.
Monitor difficult or complex customer situations and ensure they are resolved efficiently while maintaining customer satisfaction.
Ensure that all customer interactions adhere to company standards for quality and professionalism.
Review call recordings, provide feedback to team members, and implement strategies to improve service quality.
Prepare and analyze daily, weekly, and monthly performance reports.
Share insights with management and suggest improvements to enhance overall service delivery.
Identify areas for process optimization and recommend strategies to enhance efficiency, reduce costs, and improve the customer experience.
Implement best practices and support continuous improvement initiatives.

At least 3 years in a similar role or industry is required; 5 years is preferred.
Strong organizational and time management skills with meticulous attention to detail and accurate reporting.
Familiarity with PEIMS, student information systems, and educational registration platforms.
Experience using digital marketing tools to drive enrollment and engagement.
Confident strategic decision-maker with strong judgment and team leadership in a results-driven setting.
Proven leadership skills in managing teams, setting goals, and providing mentorship.
Strong project management skills; able to handle multiple initiatives and deadlines simultaneously.
Excellent communication and interpersonal skills for engaging diverse audiences.
Analytical mindset; able to assess data, develop insights, and make data-driven decisions.
Highly proficient in Microsoft Office, Google Workspace, CRM, and marketing tools (e.g., Adobe Creative Suite).
Strategic thinker with creative problem-solving skills; adaptable to a fast-paced environment.

A bachelor's degree in a related field is preferred but not required.

Competitive vacation and paid time off plans
Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families with options available in all states, including a high-deductible health plan (HDHP) option.
401(k) retirement plan (pre- and post-tax options) with matching contribution up to 3% after one year of employment
Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plans
Flexible Spending Account (FSA) or Health Savings Account (HSA)
Two paid closure weeks each year (weeks of July 4 and December 25)
10 Company-paid Holidays

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