Associate Director, Alumni and Constituent Relations
John Hopkins University
Associate Director, Admissions
UMGC Ventures
full-time
Posted on:
Location Type: Hybrid
Location: District of Columbia, Maryland, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $74,000 per year
Job Level
Senior
About the role
- 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
Requirements
- BA/BS degree from an accredited institution of higher learning (required)
- At least 2 years of successful management of a service delivery organization or contact center with remote staff
- Ability to prioritize and manage competing demands in a fast-paced remote environment
- Superior organizational and communication skills, including development of presentations and business proposals
- Strong understanding of management and leadership characteristics
- Ability to successfully lead a diverse team
- Extremely well organized and analytical with an ability to work well under pressure
- Flexible and agile in responding to evolving business priorities
- Must have reliable transportation and reside within reasonable proximity to the MD/DC/VA area to meet travel requirement
- Candidates must be able to work some evening and weekend hours, and certain holiday hours based on business need
- Employees within 50 miles of the University required to work commencement
- Preferred: Master's degree from a regionally accredited institution
- Preferred: Successful track record of leading teams with a collaborative leadership style; ability to coach, mentor, and develop others
- Preferred: Experience working with military or veteran personnel, preferably in a higher education environment
- Preferred: Proven track record of leveraging data and metrics to meet or exceed business goals and objectives
- Preferred: Experience in enrollment management, student recruitment, and quality assurance
- Preferred: Experience leveraging CRM, call center, and other enterprise-wide business technologies
Benefits
- Generous Time Off: 22 days of paid vacation
- 15 days of sick leave
- 3 personal days
- 15 paid holidays (16 during general election years)
- Comprehensive Health Coverage: medical with vision, dental, and prescription plans for individuals and families
- Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, Long-Term Disability (LTD) Insurance
- Flexible Spending Accounts for medical and dependent care expenses
- Retirement Plans: Optional Retirement Program (ORP) or Maryland State Retirement and Pension System (MSRPS)
- Supplemental Retirement Plans: 401(k), 403(b), 457(b), and Roth options (no employer matching)
- Tuition Remission: Immediate for Regular Exempt Staff; spouses/dependent children eligible after two years; prorated for part-time
- Workplace Accommodations and commitment to reasonable accommodations
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
managementservice deliverycontact center operationsperformance coachingdata analysisenrollment managementstudent recruitmentquality assuranceworkforce managementdialer outreach
Soft skills
organizational skillscommunication skillsleadershipteam developmentcoachingmentoringflexibilityanalytical skillsproblem-solvingcollaborative leadership