Ancora Education

Program Manager

• Reports to the Director of Quality Assurance/Regional Program Director.
• Provides leadership for the CDL Program.
• Participates in curriculum development, revision, and implementation process.
• Provides product knowledge training to the Account management group.
• Participates in new student orientation.
• Responsible for hiring, developing, and evaluating Driver Trainers.
• Convene meetings with faculty regularly.
• Analyze student population data and identify students at risk.
• Monitor and support the student population.

Program Director – CDL, 100% Traveling

• Provides Services to Students
• Supplements Driver Trainer advising for students receiving failing assessments.
• Provides academic advising as needed to students.
• Provides referrals to outside resources when counseling needs go beyond the scope of the school.
• Provides or arranges for student tutoring when needed.
• Leads student retention initiatives for students in the program who experience barriers to success.
• Maintains regular contact with all students within the program area and responds to their questions and/or concerns in a timely manner.
• Posts office hours for students.
• Refers students to appropriate staff for non-academic problem resolution.
• Contacts students who miss days from class or whose absence during the week results in more than four absences during the course.
• Maintains records of interactions and correspondence with students (i.e. phone calls, emails, mail).
• Monitors contact, and results of contact, from Driver Trainers to students in assigned program area(s).
• Makes calls weekly to students who (a) were not called or could not be reached; (b) did not return as promised; or (c) did not offer plans to return by a specific date.
• Offers appropriate academic advice and demonstrates genuine interest in students.
• Identifies students needing tutoring.
• Oversees Status of Quality of Curriculum, Instructional Materials, Equipment, and Facilities.
• Actively participates in the curriculum development/revision process led by the Home Office Executive team.
• Provides leadership in the implementation of new and revised curriculum.
• Provides input into creating the master schedule regarding course sequencing, offerings, room assignments, and Driver Trainer teaching assignments.
• Oversees Faculty Performance and Development.
• Assists the Area Manager/Regional Program Director in the recruitment, interviewing, and hiring of faculty for program of study.
• Orients, monitors, supervises, mentors, and assists new Driver Trainers.
• Ensures that all program area Driver Trainers adhere to required administrative and classroom delivery duties and requirements as outlined in the job description for CDL Driver Driver Trainer.
• Ensures completeness of faculty files and documentation of official transcripts, professional development, observations, and performance reviews.
• Provides leadership and supports all Driver Trainers and supervises their instructional and program needs.
• Observes classes within the program area and coaches Driver Trainers to continually improve instructional presentation and classroom management skills.
• Conducts performance appraisals of department faculty members, including areas of strength and recommendations for improvement and future skillset development.
• Conducts regular weekly day and evening faculty meetings. Meeting topics may include improvement of course offerings, methods of instructional delivery, selection of texts, and such other purposes which serve to improve the quality of the instructional program.
• Documents all meetings.
• Provides departmental product knowledge training to Account management and Career Services personnel as requested.
• Provides information to all departments as trends and changes in program specialty areas occur.
• Assists account management personnel with student recruitment as requested.
• Promotes faculty participation and provides leadership in the professional development activities of program faculty members and the documentation of those activities.
• Participates actively in a minimum of one professional organization within the community.
• Maintains current personal knowledge of federal and state institutional regulations, and accreditation standards related to program area.
• Participates in preparation of government and accreditation reports and ensures their timely submission and accuracy.

Program Director – CDL

Account Manager

• Provide quality customer service and information to corporate and community college client employees/students
• Conduct outbound telephone calls to employees inquiring about Ancora Training programs
• Answer inbound calls to employee questions
• Facilitate enrollments and ensure admissions requirements are met
• Communicate routinely with students throughout their enrollment and registration process
• Process high-volume of outbound and inbound calls
• Share industry-related information with prospective students
• Follow-up with new students ensuring positive transitions
• Use internal management software to track student disposition
• Attend department meetings and training sessions
• Ensure timely and accurate completion of paperwork

Human Resources

• Provides senior level leadership and guidance to the organization’s HR operations.
• Fosters a high-engagement environment where employee satisfaction and holistic well-being are prioritized.
• Responsible for setting, enforcing, and evaluating legally compliant human resources policies, procedures, and best practices.
• Identifies and implements long-range strategic talent management goals.
• Maintains a data driven employee retention framework that extends the average employee lifecycle.
• Recruits, interviews, hires, trains and supervises HR staff.
• Oversees the daily workflow of the department including payroll, benefits, wellness, HRIS, hiring, onboarding, employee HR training, and employee relations.
• Manages daily HR workflows, tasks, resource allocation, reporting, communications, and ensures projects meet deadlines.

VP, Human Resources

• Provides leadership for the CDL Program.
• Actively participates in curriculum development, revision, and implementation process.
• Provides product knowledge training to the Account management group.
• Responds to the Account management staff when asked to engage with potential students.
• Actively participates in new student orientation.
• Responsible for hiring, assigning, orienting, developing, evaluating, and recognizing Driver Trainers.
• Convene meetings with faculty on a regular basis.
• Monitors and supports the student population within the program.

CDL Program Director

IT Support

• Provides first-contact technical support via phone, email, and chat, aiming for quick resolution of user issues.
• Involves efficiently managing the ticket queue to meet Service Level Agreements (SLAs).
• Escalating complex problems to higher-tier support (Tier 2/3).
• Consistently delivering excellent customer service while representing the IT department professionally.
• Manage the ingress of incident/request calls and tickets using designated approved phone and ticket system solutions by following established routing and workflow procedures.
• Ensure generated incident/request tickets contain all required and necessary information, notes, and correctly assign tickets to appropriate support personnel.
• Identify, analyze, and resolve first contact issues via telephone, chat, and email, and escalate issues to Tier 2 and 3, or other support personnel when necessary.
• Work with the other Help Desk Technicians, IT Operations Technicians, and other Support Personnel when possible to gain a greater understanding and insight into the resolution of technical problems.
• Provide positive interaction with customers, peers, and leadership to ensure a pleasant and productive communication and service experience.
• Provide outstanding customer service to optimize enterprise-wide productivity.
• Build strong working relationships with fellow Help Desk Technicians, IT Operations Technicians, and other Support Personnel to ensure a high quality of service to end users.
• Be proactive: analyze situations to determine and implement permanent corrective actions.

Help Desk Technician

Call Center Representative

• Obtain customer information (e.g., name, address, etc.) to support callers.
• Complete transactions and enter data accurately into the system.
• Document details of all interactions with customers and actions taken.
• Schedule appointments for Admissions representatives.
• Respond to customer requests via outbound calls, inbound calls, and email.
• Assist students with resetting passwords.
• Assess customers’ needs to recommend appropriate actions.
• Interface with Contact Center leadership, Admissions staff, peers, students, and prospective students.
• Handle escalated calls and gather needed information.
• Maintain a Quality Assurance average of 80% or higher.

Contact Center Representative

Instructor

• The Online Lead Instructor is responsible for teaching an average of three courses per five-week module and assumes administrative responsibilities related to program effectiveness.
• Direct involvement in outcomes, organization, administration, continuous review, planning, and development of the Construction & Trades Management program.
• Provide product knowledge training and updates to staff and may be responsible for assigning, orienting, developing, evaluating, and recognizing instructors within the program.
• Regular meetings with faculty and Program Director will be a key component of your leadership.
• Monitor and support the student population, including advising on career paths, addressing complaints, and consulting with students regarding engagement and academic progress.
• Analyzing student data to identify at-risk students and working collaboratively with faculty and staff to provide necessary support.
• Actively engaged in data collection and analysis for program performance and will share responsibility with Career Services for identifying local advisory board members, setting agendas, hosting meetings, and documenting outcomes.

Lead Instructor – Construction and Trades Management

QA Engineer

• Responsible for quality control of the CDL program
• Develop and assist in the training of CDL Regional Program Directors, Area Managers, Program Directors, Lead Driver Trainers, and Driver Trainers
• Work closely with the Admissions and Business Development teams to set training standards
• Address programs and/or staff identified as performing substandardly
• Analyze CDL Testing Results to identify areas for improvement
• Ensure training locations have the required supplies and resources to operate the training program
• Coach and mentor exempt program leadership roles

Director of Training – Quality Assurance

• Provides leadership for the CDL Program.
• Provides subject matter expertise and actively participates in curriculum development, revision, and implementation process.
• Provides product knowledge training to the Account management group.
• Engages with potential students and actively participates in new student orientation.
• Responsible for hiring, assigning, orienting, developing, evaluating, and recognizing Driver Trainers.
• Monitors and supports the student population within the program of study.
• Plays an active role in the student advising process and analyzes student population data.
• Collects data for purposes of analyzing program performance and ensuring continuous improvement of the program.

Program Director, CDL

Executive

• Interface with prospective students in support of the student’s decision to attend school.
• Communicate the philosophy and features of the school and serve as an advocate for prospective students.
• Meet the school’s established quantitative minimum activity standards.
• Develop and manage action plans in order to meet qualitative performance standards.
• Assist prospective students through the admissions process in accordance with applicable regulations, policies, and procedures.
• Use various communication methods (telephone, email, text) to identify student prospects and determine their educational needs.
• Develop rapport with prospective students and maintain frequent contact throughout the enrollment cycle.
• Partner with other departments to ensure a high level of service to every student.

Executive Admissions Representative

• Provides Services to Students
• Supplements Driver Trainer advising for students receiving failing assessments.
• Provides academic advising/counseling as needed to students.
• Provides referrals to outside resources when counseling needs go beyond the scope of the school.
• Provides or arranges for student tutoring when needed.
• Leads student retention initiatives for students in the program who experience barriers to success.
• Maintains regular contact with all students within the program area and responds to their questions and/or concerns in a timely manner.
• Posts office hours for students.
• Refers students to appropriate staff for non-academic problem resolution.
• Contacts students who miss days from class or whose absence during the week results in more than four absences during the course.
• Maintains records of interactions and correspondence with students (i.e. phone calls, emails, mail).
• Monitors contact, and results of contact, from Driver Trainers to students in assigned program area(s).
• Makes calls weekly to students who (a) were not called or could not be reached; (b) did not return as promised; or (c) did not offer plans to return by a specific date.
• Offers appropriate academic advice and demonstrates genuine interest in students.
• Identifies students needing tutoring.
• Serves as a subject matter expert regarding academic curriculum for program area.
• Actively participates in the curriculum development/revision process led by the Home Office Executive team.
• Provides leadership in the implementation of new and revised curriculum.
• Provides input into creating the master schedule regarding course sequencing, offerings, room assignments, and Driver Trainer teaching assignments.
• Assists the Company/Regional Program Director in the recruitment, interviewing, and hiring of faculty for program of study.
• Orients, monitors, supervises, mentors, and assists new Driver Trainers.
• Ensures that all program area Driver Trainers adhere to required administrative and classroom delivery duties and requirements as outlined in the job description for CDL Driver Driver Trainer.
• Ensures completeness of faculty files and documentation of official transcripts, professional development, observations, and performance reviews.
• Provides leadership and supports all Driver Trainers and supervises their instructional and program needs.
• Observes classes within the program area and coaches Driver Trainers to continually improve instructional presentation and classroom management skills.
• Conducts performance appraisals of department faculty members, including areas of strength and recommendations for improvement and future skillset development.
• Conducts regular weekly day and evening faculty meetings. Meeting topics may include improvement of course offerings, methods of instructional delivery, selection of texts, and such other purposes which serve to improve the quality of the instructional program. Documents all meetings.
• Provides departmental product knowledge training to Account management and Career Services personnel as requested.
• Provides information to all departments as trends and changes in program specialty areas occur.
• Assists account management personnel with student recruitment as requested.
• Promotes faculty participation and provides leadership in the professional development activities of program faculty members and the documentation of those activities.
• Participates actively in a minimum of one professional organization within the community.
• Attends faculty meetings and in-service programs. Maintains a record of professional development activities.
• Maintains current personal knowledge of federal and state institutional regulations, and accreditation standards related to program area.
• Participates in preparation of government and accreditation reports and ensures their timely submission and accuracy.
• Assists the Area Manager/Regional Program Director in evaluating data collected from student questionnaires and conducts faculty conferences when necessary to discuss the results and provides recommendations for improvement.
• Maintains regular office hours each week to ensure consistency between day and evening policies, procedures and instruction.
• Collaborates with peers and associates to ensure coordination of interdepartmental activities.
• Intervenes in and works to resolve any personnel issues that arise among program area Driver Trainers.
• Assists the Area Manager/Regional Program Director in planning program budgetary needs if and when applicable.
• Performs all duties of a full-time Driver Trainer.
• Provides clearly defined roles and objectives for driver trainers, monitors performance, provides feedback, and meets regularly to discuss priorities.
• Resolves individual and group performance opportunities in a timely manner to motivate and foster teamwork.
• Identifies opportunities to involve others in new and challenging work assignments that advance the skills and capabilities of individuals and the organization.

General

• Reporting to the Area Manager/Regional Program Director, the CDL Program Director/Lead Driver Trainer is responsible for providing leadership for the CDL Program.
• The CDL Program Director/Lead Driver Trainer provides subject matter expertise and actively participates in curriculum development, revision, and implementation process.
• Provides face to face product knowledge training to the Account management group, utilizing materials generated via the centralized curriculum development process.
• Responsible for hiring, assigning, orienting, developing, evaluating, and recognizing Driver Trainers within the program(s) of study.
• Convene meetings with faculty on a regular basis.
• Responsible for monitoring and supporting the student population within the program of study.
• Plays an active role in the student advising process, including advising students during the provisional period, and responding to complaints.
• Analyzes student population data, identifying students at risk, and provides support and information concerning student services.
• Engaged in continuous improvement of the program and development of campus effectiveness plan.

Lead Driver Trainer

• Reporting to the Area Manager/Regional Program Director, the CDL Program Director is responsible for providing leadership for the CDL Program.
• The CDL Program Director Trainer provides subject matter expertise and actively participates in curriculum development, revision, and implementation process.
• The CDL Program Director may provide face to face product knowledge training.
• Responsible for hiring, assigning, orienting, developing, evaluating, and recognizing Driver Trainers within the CDL Program.
• Convene meetings with Driver Trainers on a regular basis.
• Monitor and support the trainee population.
• Plays an active role in the student advising process, including advising during the provisional period, and consulting with students whose engagement and/or academic progress is in question.
• Analyzes student population data and contacting students to identify barriers to success and to provide support and information concerning student services.
• Responsible for continuous improvement of the program.
• Collect data for purposes of analyzing program performance.

Contract Specific CDL Program Director

Director

• Support remote admissions efforts to effectively deliver quality customer service to prospective students.
• Lead in the process of hiring, training, and managing admissions staff.
• Initiate, design, and deliver departmental training and developmental activities that cover a variety of topics.
• Follow all company, state, accreditor, and US DOE accreditation compliance regulations, processes, and policies.
• Provide tactical guidance, assistance, and leadership to ensure new student satisfaction during the admissions process.
• Ensure accuracy and timeliness of all paperwork and reports.
• Randomly audit enrollment files to ensure accountability/accuracy of documents.
• Collaboratively participate in employee performance evaluations and scheduled performance reviews.
• Provide departmental updates through reports, discussions, and meetings with senior leadership.
• Ensure that objectives, goals, plans, budgets, policies, practices and actions produce desired Admissions results, consistent with the overall mission and strategic plan for the department.
• Develop and execute both short-term and long-term Admissions strategies in the department to ensure the Company’s growth and profitability objectives are met.

Program Director – CDL, 100% Traveling

Program Director – CDL

Account Manager

VP, Human Resources

CDL Program Director

Help Desk Technician

Contact Center Representative

Lead Instructor – Construction and Trades Management

Director of Training – Quality Assurance

Program Director, CDL

Executive Admissions Representative

Program Director – CDL

Lead Driver Trainer

Contract Specific CDL Program Director

Director – CDL Admissions