Regional Enrollment Supervisor

Family Enrollment Supervisor

Location: Remote, supporting MST & PST time zones

Company Summary :

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.

Department Summary:

Enrollment Experience Group

The Enrollment Experience group’s primary purpose is to provide the best possible experience for families enrolling in Connections Academy schools. We are accountable for expediting enrollments and driving customer satisfaction of families, students, and partner schools. We provide:

• Lead follow-up and nurturing

• Dedicated contact center enrollment support for students and families in the enrollment process through phone, chat, and written communication

• Outreach to families during the process

• Senior-level relationship management support to partner schools for enrollment and academic placement, including collaboration on enrollment strategy

Position Summary :

Reporting to the Regional Enrollment Manager, the Family Enrollment Supervisor will oversee the daily workflow and operations of the Family Enrollment Counselor (FEC) team. The FEC team consists of enrollment specialists who provide customer service to Connections Academy families and school-based staff. The team provides expert support to assist prospective families through the enrollment process. FECs provide a critical link between Connections Academy and our families, facilitating professional, sensitive, informative, and responsive interactions that lead to positive and productive relationships. With responsibility for a regional group of Family Enrollment Counselors, the Supervisor will manage the performance of their team in order to optimize efficiency, quality, and outcomes. The Supervisor will maintain thorough knowledge of enrollment requirements for each Connections Academy school in their region, with awareness of enrollment caps, deadlines, required documentation, and special processes. The Supervisor is expected to build a strong team and coach their direct reports to consistently meet and exceed our customer service expectations. A successful candidate will demonstrate superior time management, delegation, and organizational skills, and must excel at coaching and developing employees.

Primary Responsibilities :

• Assist in driving key performance indicators, enrollment goals, priority workflow for focused school-specific outbound task forces.

• Ability to analyze data and enrollment reporting to identify productivity concerns or enrollment pipeline opportunities to help drive enrollment goal success.

• Manage daily operations oversight and execution, including directing team workflow, supervising staff, resolving employee issues, and prioritizing department goals and projects.

• Play a leading role in supporting and developing Family Enrollment Counselors, Team Leads, and Liaisons by way of regular meetings, goal setting, and a strong focus on ongoing formal and informal coaching.

• Monitor team members’ quality and productivity to improve performance and meet department goals, and establish improvement plans when necessary.

• Track, analyze, and report on team metrics, and meet key performance indicators of service levels, customer satisfaction, enrollment conversion rates, and other measures of success.

• Maintain consistent communication with Regional Enrollment Manager and other members of leadership to address potential concerns and discuss overall team performance,

• Constantly innovate and improve enrollment processes and workflow approaches to drive efficiency and expedite enrollments.

• Manage staffing needs through interviewing, hiring, and onboarding.

• Maintain awareness of school information such as enrollment processes, enrollment caps, deadlines, and special projects and serve as a subject matter expert for FECs and other stakeholders.

• Work with regional Liaison to maintain strong relationships with partner schools and ensure that FEC team has the training and ability to meet school needs.

• Oversee FEC compliance with departmental and company policies, taking disciplinary action as required.

• Track and approve leave requests, timesheets, and other administrative tasks as needed.

• Ensure exceptional customer experience, including communicating with clients that have complaints and handling complex escalated situations.

• Work collaboratively with other teams to ensure that all resources are consistent and up-to-date, and to facilitate successful processes, strategies, and interdepartmental initiatives.

• Other duties as assigned.

Requirements :

• Demonstrated consultative sales experience and management of high-volume call metrics

• Demonstrated application and knowledge of KPI’s that are predictive of enrollment conversion success

• Proven experience supporting families and schools with complex enrollment requirements and/or 2 years of demonstrated phone remote, phone-based admissions experience

• Demonstrated success with developing and driving a team of enrollment counselors to deliver quality enrollment conversions from inbound and outbound communication.

• Bachelor's Degree required

• 1 years of supervisory or management experience strongly preferred

• Ability to serve as an effective leader, coach, motivator, and mentor

• Comprehensive knowledge of customer service and call handling procedures

• Excellent interpersonal skills, and written and oral communication skills

• Strong computer skills, including proficiency in Microsoft Excel and Outlook365 suite

• Excellent data analysis skills

• Ability to work as part of a team to prioritize, plan, and deliver positive outcomes

• Ability to multitask and manage competing priorities

• Highly organized, attentive to detail, self-motivated, and committed to quality work

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

• Ability to work in a fast-paced environment and make quality, informed decisions

• Comprehensive skills in Connexus and Pearson systems preferred

Competencies

• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems and successfully cultivate and nurture families in an enrollment pipeline with complex enrollment requirements.

• Drives Results – Consistently achieving results, even under tough circumstances.

• Drives Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

• Directs Work - Providing direction, delegating, and removing obstacles to get work done.

• Organizationally Savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

• Optimizes Work Processes - Identifies the most effective and efficient processes to get things done, with a focus on continuous improvement.

• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Resourcefulness - Securing and deploying resources effectively and efficiently.

• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures are learning fodder.

• Ensures Accountability - Holding self and others accountable to meet commitments.

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Customer Focus - Building strong relationships and delivering customer-centric solutions

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.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive.  

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:  http://www.pearson.com/careers/diversity-and-inclusion.html 

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 8552