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Family Enrollment Counselor SupervisorDescriptionAt Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology—and each other to surpass these boundaries—we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.Pearson’s Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2017, it will deliver online learning to over 400,000 students in the U.S. and 48 countries. The group, formerly known as Connections Education, is based in Columbia, Maryland and has been named a “Top Workplace” by the Baltimore Sun for three consecutive years and a “Best Place to Work” by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology, and helping students achieve both academic and personal success.Group and Department Summary:Family Support GroupFamily Support’s primary purpose is to enhance enrollment and retention by providing the best possible experience for families and students. With the services we provide to schools, students and families, we also support key accountabilities within marketing, sales, client relations and school services including:
Enrollment and Retention
Sales/Proposals
Client and School Satisfaction
Graduation Rate
Enrollment Services DepartmentThe Enrollment Services Department is accountable for driving customer satisfaction and expediting enrollments, providing:
Lead follow-up and nurturing
Senior-level relationship management support to partner schools for enrollment and academic placement, including collaboration on enrollment strategy
Escalated contact center/help desk enrollment and academic placement support for students and families in the enrollment process
Outreach to families during the process
Initial course placement for students
White-glove dedicated enrollment/academic success support for designated families.
Dedicated single-point-of-contact non-academic support for families in the Family Enrollment Counselor program from their initial interest in our program through to graduation.
Reporting to the Manager of Family Enrollment Counselor, the Family Enrollment Counselor (FEC) Supervisor will oversee the daily workflow and operations of the team, which takes prospective families from the initial discovery process through the completion of enrollment. With a focus on delivering superior customer experience, it is essential that the FEC Supervisor uses creative ways to coach their direct reports to continuously meet and exceed our customer service expectations as they align to The Voice of CA. The FEC Supervisor is expected to build a strong team and shape staff behaviors to accomplish our desired results. You will play a collaborative role in growing and implementing standards and processes as we continue to develop and nurture our current setup.Primary Responsibilities :
Oversee the supervision and management of the daily and weekly performance, quality, productivity and workflow of Family Enrollment Counselor and Team Leads;
Conduct weekly 1:1 meetings with Family Enrollment Counselors and Team Leads to discuss performance management, metrics, coaching, development opportunities, and goal setting;
Meet regularly with the Family Enrollment Counselor leadership team to address potential concerns and discuss overall team performance;
Ensure all resources are continuously updated and new resources are created, when appropriate;
Monitor and analyze metric data to ensure that the team is meeting department expectations and company goals;
Work collaboratively with the Enrollment Services and Quality, Training and Communications leadership team to ensure all processes and resources are consistent and up-to-date;
Work with the Quality Assurance and Training Team to review quality assurance results for all Family Enrollment Counselors and establish improvement plans, when necessary;
Act as a strong resource for their Family Enrollment Counselor Team Leads to assist with immediate concerns or questions;
Assist the Family Enrollment Counselor leadership team with the interviewing, hiring, and onboarding process for the Family Enrollment Counselor team or other similar positions;
Approve personal leave requests and timesheets in Fusion for all Family Enrollment Counselor and Team Leads;
Act as a liaison and expert on their school's processes;
Act as point person for OBL departments, including but not limited to the schools, enrollment, fulfillment, customer care, and academic placement services, as needed;
Communicate with parents that have complaints and escalate to the Family Enrollment Counselor Manager when needed;
Other duties as assigned.
QualificationsPearson Online & Blended Learning is focused on providing a flexible work environment for its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards, and expectations. Requirements :
Bachelor’s degree in Communications, Education, Sales, or a related field preferred
Commitment to work from 9:00 am – 6:00 pm in the Pacific Time Zone
Strong work ethic, ability to develop a positive work atmosphere and motivate staff
Works cooperatively with other members of the team to meet goals, shares the team’s vision of success, has strong interpersonal skills and is adaptable
Comprehensive knowledge of call handling procedures and requirements
Excellent verbal and written communication skills
Strong customer services skills
Flexibility and the ability to work in a fast-paced work environment
Must be able to learn quickly and manage projects simultaneously
Ability to manage stressful situations in a calm, courteous and efficient manner
Must be self-motivated and take initiative
Accepts and applies feedback to improve on performance and responds appropriately with solutions;
Technologically proficient (especially with Microsoft Office 365: Teams, Excel, Word, SharePoint, PowerPoint, Outlook)
Competencies
Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Optimizes Work Processes - Knowing 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
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Directs Work - Providing direction, delegating, and removing obstacles to get work done.
Organizational Savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
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.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.Primary Location: US-RE-RemoteWork Locations: US-Remote RemoteJob: Customer ServiceOrganization: North America ConnectionsEmployee Status: Regular EmployeeJob Type: StandardShift: Day JobJob Posting: Apr 8, 2020Job Unposting: OngoingSchedule: Full-time RegularReq ID: 2003794Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
