At Boundless Learning, we are empowering our partners to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility. At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.
Summary
This is a leadership support position that works with the Director, Enrollment 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 Director, Enrollment, 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 pre-shift/post-shift/ad-hoc meetings with the EA team to ensure energy levels and daily production levels are strong and communication channels are open.
- Conduct one on one meetings with EA team members weekly and/or bi-weekly to discuss pipeline movement/engagement and provide call evaluation and coaching.
- Provide onboarding leadership, coaching and engagement to new EA team members to ensure rapid progression and productivity.
- 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 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 to drive performance.
- Serve as subject matter expert relating to the recruitment function including the tools and technology used for our daily jobs as well as the partner program and process knowledge.
- 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 Director, Enrollment, 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 coach 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 enrollment requirements and are prepared to start school.
- Assist program teams in forecasting their current term enrollments. • Make staffing recommendations to leadership that optimize productivity.
- Actively participates in interviewing, onboarding, training, and management of Enrollment Advisors.
- Minimize annual attrition.
- Supports the Director, Enrollment 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 to 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 Director, Enrollment.
- Ensures alignment between Boundless Learning enrollment team and Partner expectations.
Qualifications
- 4-year degree from an accredited institution OR appropriate combination of education and significant call center experience.
- Minimum 3 years Higher Education experience preferred.
- Minimum 5 years 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
