Job Description

Summary

This is a leadership support position that works with the Enrollment Manager to provide onsite leadership for the student recruitment function of the business. This involves advising and coaching individuals and teams on the opportunities to improve performance. Responsibilities generally include having individual and team meeting sessions with the enrollment advisors to discuss their database, student pipeline, cultivation strategies, and phone discussions. This is a target-carrying role with specific accountability to achieving "starts" within set timeframes.

Responsibilities

Specific duties and responsibilities include, but are not limited to, the following. Other duties and responsibilities may be assigned.

Under the direction of the Enrollment Manager, organizes team efforts to exceed new student start goals while maintaining service standards

Follow the Lead Management Plan as outlined to ensure maximum lead penetration through the day-to-day management of the Enrollment Advisors (EA)

Ensure optimized pipeline management of the sales funnels

Conduct daily preshift/post-shift/ad-hoc meetings with the EA team to ensure energy levels are strong and communication channels are open

Conduct one on one meetings with EA team members weekly and/or bi-weekly

Provide onboarding leadership to new EA team members to ensure a rapid progression up the learning curve

Facilitate and document the call quality process and administer call calibration sessions with all involved parties

Quickly identify performance gaps and take appropriate and effective action to course correct them towards objectives

Manage and optimize the daily EA behaviors that will deliver the desired performance culture - closely manage weak performers with clear documentation and action plans

Analyze reports related to the day-to-day operations and overall productivity of the team to improve accuracy in forecasts and drive performance

Serve as subject matter expert relating to the recruitment function including the tools and technology used for our daily jobs

Audit database records to find opportunities to improve on adherence to lead management guidelines, quality and timeliness of email communications

Monitors performance and identifies areas for team growth and individual development

Under the direction of the Enrollment Manager, provide coaching and support to Enrollment Advisors in the area of lead management, quality communication with students, forecasting, and performance

Using general, phone, and interview observations, actively coaches direct reports to improve skill sets and customer service levels

Thoroughly documents coaching and training

Facilitate one-on-one quarterly conversations with each team member to discuss topics relevant to their performance, individual coaching and developmental needs, prioritization of workload, and personnel issues

Review enrollment files for accuracy and compliance

Conduct weekly applicant pipeline review meetings to ensure future students have met enrollments requirements and are prepared to start school

Assist program teams in forecasting their current term enrollments

Make staffing recommendations that optimize productivity to leadership

Actively participates in interviewing, onboarding, training, and management of Enrollment Advisors

Minimize annual attrition

Support Workforce Management to identify and address coverage needs

Supports the Enrollment Manager in the budgeting process for each fiscal year. This includes forecasting staffing needs, turnover, operating, and other expenses for the recruitment team within your area of responsibility

Resolves most simple to moderately complex enrollment questions and problems

Ensures that the Enrollment team follows proper documentation protocols and departmental outreach strategies

Serves as an escalation point for the CFT in the absence of the Enrollment Manager

Ensures alignment between Pearson enrollment team and Partner expectations are met

Qualifications

4-year degree from an accredited institution OR appropriate combination of education and significant call center experience

Minimum 3 years of Higher Education experience preferred

Minimum 5 years of consultative sales management and leadership experience preferred

Strong leadership and organizational capabilities with time management, conflict, and problem resolutions skills

A thorough understanding of contact center operations

Demonstrated proficiency in recruitment training and development

Capacity to work in a fast-paced environment and to be a self-starter

Highly motivational, energetic, and collaborative personality

Able to drive performance through the creation of a productive and fun work environment

Outstanding written and verbal communication skills

Strong analytical skills

Proficient in MS Office, including Word, Excel, PowerPoint, and Outlook

Ability to work evenings until 9:00 PM (if needed) and/or weekends as business needs dictate

Supervisory Responsibilities

Manages Enrollment Advisors

Coordinates the work of others; is accountable for the outputs of the team and is focused on overall team/unit goals and results

Coaches and mentors less experienced employees or employees who are underperforming to develop and increase knowledge, proficiency, and performance levels

Administers development plans and disciplinary action where appropriate

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose - to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world's leading learning company. Learn more at pearsonplc.com.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 7722