Call Center Supervisor

Summary: The Call Center Supervisor will oversee the operations of the Enrollment Management Call Center, ensuring high quality service and effective communication with all campuses and management. Is responsible for the overall success of the Enrollment Management Call Center and all aspects of the Prequalification and Admissions process. Implement strategies and best practices to support the team in order to meet and exceed performance goals.

Reports to the VP of Admissions for the Puerto Rico Operations, handling communications within the Enrollment Management Call Center department, assessment of applicants and assisting prospective applicants with the prequalification and admissions process, in accordance with all university and company policies and procedures, all applicable federal and state regulations and all accrediting agencies standards and requirements. This role involves strategic planning, recruitment, staff management, training, auditing, performance monitoring, and collaboration with various departments to enhance the call center’s efficiency and effectiveness. Essential duties and responsibilities: Enforce Organizational and Departmental rules, regulations and policies. Manage team time and attendance.

Assists in hiring staff and training, supervising and replacing staff as needed to ensure qualitative and quantitative objectives are achieve in the Admissions process. Monitor calls to provide coaching to Prequalification and Admission Officers to help them achieve their individual calls. Ensures timely completion of employee’s performance appraisals. Weekly discuss productivity using conversion report with Prequalification and Admission Officers to guide them and determine specific training needs, in order to achieve continuous improvement. Enforces training and the regular consistent use of: phone scripts, telephone techniques, system documentation, product knowledge and internal/external customer relations.

Represents the Organization and disseminates appropriate information about the Organization to prospective students and other interested parties. Responsible to achieve the prequalification and admissions goals and objectives. Leads by example and achieves goals through the consistent application of effective leadership and management skills, including: coaching, training and mentoring team members, providing timely, constructive feedback, which promotes problem solving and fosters mutual respect. Support employee morale by recognizing and reinforcing positive behavior. Execute disciplinary actions or Performance Improvement Plans (PIP) when needed to close gaps on performance on the team.

Connects individual contributions with organizational and departmental goals to develop team commitment and motivate team members. Provide appropriate data for reporting purposes. Maintain the integrity of the student database (admissions to permanent records) in order to ensure complete accuracy for local records and federal reporting. Manages all of the school policies, procedures, integrity, and ethical standards. Assists the Enrollment Management Leadership to ensure compliance with external standards set by accrediting, regulatory, state, and/or federal agencies/entities. Evaluates prospect student files as required. Collaborate and communicates with areas of student services, as needed and appropriate.

Maintains ongoing contact and good relations with prospect students and staff. Maintains confidentiality of information exposed to in the course of business, regarding students, coordinator or other employees. Qualifications/ Education: Bachelor’s degree in Business Administration, Marketing, or related fields. Five years of experience in supervisory position. Knowledge and skills in the use of integrated software systems and Microsoft Office Programs. Able to communicate, read and write in English and Spanish.