Family Enrollment Counselor Team Lead

At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.

For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.

Summary

TheFamily Enrollment Coordinator (FEC) Team Leadsupports the functions of the FEC team by building, running and analyzing daily and weekly data reports and mentoring and coaching new FECs. The FEC Team Lead will focus on the maintaining effective workflow for the FEC team. The FEC Team Lead is a critical first point of contact for FECs who have questions or issues that arise while working with prospective families. FEC Team Leads must be willing to work a 9-hour shift between 9am-6pm EST Monday – Friday (1hour lunch included)

Responsibilities

Monitor daily inbound/outbound phone queue activity in real time and present any concerns to the Family Enrollment Counselor leadership;

Monitor daily assignments for all FECs through collecting and analyzing metric data to ensure that the team is meeting department expectations;

Create and maintain visualizations, including dashboards, flowcharts, and graphs to relay team metrics and trends to FEC leadership and other relevant stakeholders;

Monitor Customer Satisfaction Survey (CSAT) team measurements and provide real-time spot coaching as needed;

Monitor and track personal leave requests for assigned Family Enrollment Counselors;

Assist FEC Supervisors in coordination and implementation of projects, assist in the training of new employees, and carrying out daily workflow monitoring;

Handle escalated calls from caretakers that have questions or concerns;

Serve as an enrollment and placement resource/subject matter expert to families during the enrollment process;

Remain up to date and inform your team of changes in enrollment policies and guidelines and communicate changes to families;

And other duties as assigned.

Qualifications

Bachelor’s degree in Communications, Education, or a related field

Commitment to a schedule within the hours from 8am to 10pm EST Monday-Friday, during non-peak

Commitment to working overtime and rotating weekends during peak season, July-September

Proficient in Salesforce technology preferred

Project management skills

Excellent oral, written, and interpersonal communication skills

Strong customer service skills

Technologically proficient (especially with Microsoft Office 365: Teams, Excel, Word, SharePoint, PowerPoint, Outlook)

Highly organized with the ability to multi-task in a fast-paced environment

Experience working with diverse populations

Ability to pay close attention to detail is essential

Ability to work as an effective mentor and group leader

Ability to manage stressful situations in a calm, courteous, and efficient manner

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL\_TIME

Req ID: 13537

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