Requisition Number 19-1312
Title Supervisor, Enrollment Operations
City Alcoa State TN

Description
Supervisor, Enrollment Center
K12 is a technology-based education company that offers proprietary curriculum and instructional support services to students in kindergarten through 12th grade. As the leader in K-12 online education for more than a decade, the company uses virtual public and private schooling methods to provide families with alternatives to traditional "brick and mortar" classrooms, giving children access to a high-quality education no matter where they are in the world.

We pride ourselves on maintaining the highest level of integrity. We have the same high expectations for our employees as we do for the students who are in our programs. These are just a few of the values that make K12 a great place to work.

The Supervisor, Enrollment Center manages a team of Enrollment Consultants and administrative personnel tasked with ensuring call volume and quality, lead queues and sales goals are met and exceeded. The position provides support and coaching to ensure superior customer service, satisfaction and retention are high.
AS a Supervisor, Enrollment Center, YOU WILL..

• Maintain complete knowledge of K12 products and is able to make "best fit" recommendations for specific student situations;
• Maintain strong knowledge of the education industry, trends, competitors, products and is able to convey that intelligence to the team;
• Work to ensure Enrollment Consultants performance meets and/or exceeds established department goals;
• Monitor calls and performs regular quality assurance and coaching to ensure customer service and productivity levels are met;
• Assist with new Enrollment Consultant on-boarding and training, and prioritizes on-going coaching activities for maximum impact;
• Ensure Enrollment Consultants achieve expected levels for prospects, enrollments received, enrollments approved, withdrawal rate, phone productivity, call quality, customer satisfaction, customer loyalty, attendance and schedule adherence;
• Conduct annual performance reviews (quantitative and qualitative) and identifies team members for advancement; initiates training programs geared towards career progression;
• Serve as a subject matter expert on key information, managing changes and updates for Enrollment Consultants and Administrative personnel as needed;
• Manage all Enrollment Consultant-level escalations and issues;
• Maintain strong computer skills to effectively operate company systems and programs;
• Continually enhance sales skills and shares knowledge gained with peers and subordinates.

Supervisory Responsibilities: Directly supervises 15 or more Full-Time Equivalent (FTE) including both regular and contract. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
IS K12 RIGHT FOR YOU?

• Do you communicate well?
• Can you build customer confidence?
• Are you able to tackle problems and take independent action?
• Is your manner honest and straightforward?
• Are you able to prioritize and meet deadlines?
• Do you value others' opinions?

Requirements
Minimum Qualifications

• Three (3) years of experience in a sales environment with a strong record of achievement AND
• Three (3) years of previous supervision experience OR
• Equivalent combination of education and experience

Certificates and Licenses: None required.
OTHER REQUIRED SKILLS & ABILITIES

• In-depth knowledge of sales techniques
• Strong leadership skills
• Effective verbal and written communications skills
• Proven ability to hire, train, develop, coach, and motivate a team of telesales professionals
• Strong positive attitude and work ethic
• Proficiency in Microsoft Office Outlook, Word, Excel; Web proficiency.
• Ability to pass required background check.

Preferred Qualifications

• Bachelor's degree

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• This is a call center based position. The noise level in the call center is usually moderate to loud (call center, computers, printers, light foot traffic).

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the State where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
WHO ARE WE?

• About us
• K12 Produces Results
• Kudos and Honors
• thinkTANK12

K12 is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.