Requisition Number 19-3719
Title Director, Enrollment Support
City Herndon State VA

Description
The Director, Enrollment Support oversees the Training, Quality and Enrollment Services teams. The Director ensures business service level agreements are achieved in conjunction with schools, oversees school policies and SLAs, maintains school enrollment reporting performance reporting, and looks for ways to create efficiencies in processes along with managing the team. The Director designs, develops and delivers training for the Enrollment Center and Private Pay Sales group including curriculum development, training process development and training delivery; develops train-the-trainer curriculum; manages outside contractor services for quality assurance; coordinates training schedules and facilities; develops the long-term training strategy including on-going needs assessment and feedback from quality monitoring processes; coaches and develops the training group including developers and instructors.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Enrollment Services
• Maintains knowledge of K12 programs, and understands the enrollment processes related to supported schools in order to serve as a subject matter expert as needed;
• Coaches and develops Enrollment Services Management team;
• Ensures team members meet team and individual service level agreement goals and other departmental objectives;
• Identifies school and/or performance trends or potential issues and escalates accordingly in a timely fashion;
• Works with internal groups to establish processes and ensure school policies are met;
• Ensures regular Knowledge Base quality assurance checks and audits, to reinforce accuracy and the portrayal of correct school information;
• Ensures Enrollment Approvers are being properly coached and developed, who are managed by the Enrollment Services Manager team. Identifies Enrollment Approver efficiencies and needed processes;
• Collaborates with business operations to forecast, implement and track against departmental goals;
• Participates in the development of quarterly business and travel plans, and oversees the execution of those plans;
• Collaborates with the Enrollment Services Managers to build and enhance school relationships and messaging to the internal teams, including Approvers, HS/Special Education Placement, Document Processors, Agents, Supervisors and Operations Managers;
• Address and resolve high-level customer and school escalations;
• Participate in all initiatives as a business stakeholder who can make assist in making decisions on the behalf of the schools, based on an overall understanding of the Enrollment Center.

Training/Quality
• Assesses training needs, determines key training outcomes, designs training materials and execution plans to fulfill customer requirements;
• Researches, designs, and develops all training curriculum for sales techniques, customer service, and technical skills; evaluates and updates existing training materials;
• Facilitates core company training programs by means of classroom instruction, on-the-job (OJT) training, computer-based (CBT) training, virtual classroom, or one-on-one coaching to support an environment of positive change;
• Monitors new hires' on-boarding progress as it relates to materials, schedule, and course completion;
• Participates in the effective design of adult classroom learner and facilitator materials and post training follow-up to ensure superior workforce preparation;
• Develops and cultivates relationships with outsourced vendors to conduct quality assurance (QA) monitoring;
• Coordinates functional teams of facilitators and designers to provide learning performance solutions;
• Organizes and develops training manuals, facilitator guides and reference materials in an online platform;
• Creates multimedia training programs and investigates additional e-learning opportunities;
• Assists in writing and implementing professional management development programs to assist sales managers in coaching and developing sales teams;
• Ensures the quality of training programs by producing and analyzing reports to test and evaluate training methods;
• Oversees the QA initiative within the Enrollment Team, utilizing feedback as a source for identifying training initiatives, works with sales managers to refine and further develop call monitoring evaluation rubrics and quality standards, supports team leaders and managers with relevant performance metrics, and reports and conducts leadership calibration meetings.
Requirements
• Bachelor's degree in business, education, or a related field
• Five (5) years of leadership experience in developing and deploying corporate training
• Three (3) years of supervisory experience
Certificates and Licenses: None required.

OTHER REQUIRED SKILLS & ABILITIES:

• Proven track record of training and development successes
• Ability to utilize strategic planning skills to create plans and tactics to meet customer expectations and communicate important training information to senior leaders across multiple functions
• Ability to leverage technology effectively including the skilled use of social media applications that relate to training design, delivery or evaluation
• Understanding and knowledge of adult learning theory, group behavior, motivational theories, selling techniques and communication techniques
• Strong knowledge of customer service techniques and selling skills
• Outstanding verbal, written, and presentation skills, ability to effectively transfer knowledge
• Strong organizational and time management skills, ability to prioritize multiple projects
• Proficiency with Microsoft Office suite
• Proficiency with Captivate
• Able to travel up to 15% of the time to conduct training at other call center locations
• Ability to pass background check requirements

PREFERRED QUALIFICATIONS:

• Previous call center experience
• Previous sales experience
• Understanding of the education industry

• Please view Equal Employment Opportunity Posters provided by OFCCP here .