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Enrollment Operations Training Consultant
The Standard
full-time
Posted on:
Origin: • 🇺🇸 United States • Oregon
Visit company websiteSalary
💰 $85,750 - $125,750 per year
Job Level
JuniorMid-Level
About the role
- The Enrollment Operations Consultant serves as a senior-level individual contributor in the Enrollment Success Center.
- Acting as a resource and point of escalation for the Benefit Counselor team, this role provides operational support, training, and coaching to ensure high-quality participant experiences during voluntary benefits enrollment.
- Coordinate call campaigns, resolve escalations, support seasonal staffing needs, and help drive continuous improvement in call center performance.
- Monitor call volume and assign outbound campaigns to optimize coverage and follow-ups.
- Serve as first-line support for escalations from Benefit Counselors.
- Provide guidance on telephony tools, adjusting assignments as needed to meet demand.
- Maintain account documentation, process updates, and enrollment materials.
- Deliver onboarding and refresher training for Benefit Counselors.
- Provide coaching and feedback to support service quality, compliance, and accuracy.
- Contribute to the design and delivery of call scripting, tools, and job aids.
- Share product and process knowledge to ensure consistent participant guidance.
- Review call recordings, enrollment data, and counselor interactions to ensure accuracy.
- Track and analyze call center metrics; report trends and insights to management.
- Identify process gaps and recommend improvements to enhance efficiency and participant satisfaction.
Requirements
- Strong understanding of call center operations, metrics, and workforce coordination.
- Proven ability to explain voluntary benefits and complex plan designs clearly.
- Skilled in handling escalations with professionalism and resolution focus.
- Excellent communication, interpersonal, and collaboration skills.
- Strong organizational skills with attention to detail and ability to prioritize tasks.
- Bachelor's degree in Business, Human Resources, or related field.
- Minimum of 2 years of call center experience.
- Preferred: Knowledge of benefits administration and open enrollment processes.
- Preferred: Experience training or coaching peers in benefits or call center settings.
- Preferred: Bilingual skills (English/Spanish).
