Family Enrollment Supervisor
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Job Location:
Baltimore, MD - USA
Yearly Salary:
$ 50 - 55
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Description
Purpose of the position
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 ConnectionsAcademyfamilies and school-based staff. The team provides expert support toassistprospective families through the enrollment process. FECs provide a critical link between Connections Academy and our familiesfacilitatingprofessional 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 tooptimizeefficiency quality and outcomes. The Supervisor willmaintainthorough knowledge of enrollment requirements for each Connections Academy school in their region with awareness of enrollment caps deadlinesrequireddocumentation and special processes. The Supervisor is expected to build a high-performing team and coach their direct reports to consistently meet and exceed our customer service expectations. A successful candidate willdemonstratesuperior time management delegation and organizational skills and must excel at coaching and developing employees.
Core tasks & responsibilities
- Assistin driving key performance indicators enrollment goals and priority workflow for focused school-specific outbound task forces.
- Ability to analyze data and enrollment reporting toidentifyproductivity 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 meet department goals andestablishimprovement 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 the 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 andexpediteenrollments.
- 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 tomaintainstrong relationships with partner schools and ensure that the FEC team has the training and ability to meet school needs.
- OverseeFECcompliance with departmental and company policies taking disciplinary action asrequired.
- Track and approve leave requests timesheets and other administrative tasks as needed.
- Ensure exceptional customer experience including communicating with clients who have complaints and handling complex escalated situations.
- Collaborate with departments to ensure that all resources are consistent and up-to-date and tofacilitatesuccessful processes strategies and interdepartmental initiatives.
- Other duties as assigned.
Qualifications
- Demonstrated consultative sales experience and management of high-volume call metrics
- Demonstrated application and knowledge of KPIs that are predictive of enrollment conversion success
- Proven experience supporting families and schools with complex enrollment requirementsand/or 2 years ofdemonstratedphone-based 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.
- Bachelors Degreerequired
- 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 includingproficiencyin Microsoft Excel and Outlook 365 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
- Must be willing to work shift work to support assigned time zones.
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 itsobjectives.
- 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 sharedobjectives.
- 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.
- OptimizesWork Processes-Identifiesthe 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 issues using both successes and failuresarelearning 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
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set level of experience and specific required bythe California Colorado Hawaii Illinois Maryland Minnesota New Jersey New York State New York City Vermont Washington State and Washington DC laws the pay range for this position is as follows:
Minimum full-time salary range is between $50k - $55k annually.
This position is eligible toparticipatein an annual incentive program and information on benefits offered ishere
Applications will be accepted through January 30 2026. This window may be extended depending on business needs.
Required Experience:
Manager
Key Skills
- Commercial Property Paralegal
- Family Support
- FMCG Sales
- Admin Support
- Adobe Flash
About Company
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gen ... View more
