Director(a) de Call Center - Enrollment Management (Hato Rey)

Job Description

Job Description

Summary :

The Enrollment Management Director 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 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, following 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 achieved in the Admissions process.
• Monitor calls to provide coaching to Prequalification and Admission Officers to help them achieve their 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 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 for achieving 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) 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.
• Evaluate prospective student files as required.
• Collaborate and communicate with areas of student services, as needed and appropriate.
• Maintains ongoing contact and good relations with prospective students and staff.
• Maintains confidentiality of information exposed in the course of business, regarding students, coordinators, or other employees.

Qualifications / Education :

We have a competitive Benefits Plan :

Medical Plan (pharmacy, dental, vision, hospital, emergencies)

Basic and Supplemental Life Insurance

401k

Paid holidays

Personal Day

Paternity Leave

Study Opportunities

Professional growth

Equality Employment Opportunity / Affirmative Action for minorities / Females / People with Disabilities / Veterans