Director

• Collaborate with Director to provide hiring, training, supervision and coaching for up to 15 remote Admissions Representatives
• Execute dialer outreach campaigns to support new student application growth goals
• Conduct role plays, mock calls, live shadowing, observations of recorded calls and effective team meetings for training and skill development
• Deliver coaching feedback, conduct and document regular assessments on quality and knowledge of institution and policies
• Conduct monthly performance coaching sessions with each direct report
• Develop team to provide consultative recruitment approach and certify team members
• Develop, communicate and execute operational strategies to set and achieve team and unit goals
• Manage daily operations by tracking workforce metrics and adjusting staffing/schedules
• Maintain connection with remote and Largo team via phone, chat, video conference and virtual office during working hours
• Perform intra-day schedule updates in Workforce Management software and monitor attendance patterns
• Monitor real time service level and staff system data to address schedule adherence issues
• Provide input and feedback on strategic and operational projects
• Collaborate with Director on outreach activities and dialer campaigns
• Handle escalated student calls aiming for same day resolution
• Champion organizational and departmental change to enhance student service and team performance
• Motivate, develop and recognize remote team members; participate in hiring activities
• Perform other job-related duties as assigned

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