"Manager, Enrollment"

Job Description

The Manager, Enrollment will own the success of their team of Enrollment Counselors and the prospective students they are helping. The Manager will be responsible for helping train, develop, inspire, and maintain excellent performance of their team. They will set clear expectations and work with each member to continuously improve their performance as well as develop their own career capabilities and advancement. The Manager will be the bridge between institutional goals and team performance, they will be the key to successful change management and will be the principal leader that employees turn to for guidance and training.

Responsibilities

• Provides weekly coaching and support for the Enrollment Counselors (ECs) on your team through regular individual and group communications.
• Confirms through reports and other means that ECs are having accurate and meaningful conversations with prospects, including reviewing or listening to calls, follow up coaching, and corrective action if needed.
• Serves as back-up and can step into an Enrollment Counselor role under peak demand situations if they occur.
• Reinforces positive results through recognition and supports teamwork and camaraderie among the team.
• Solves escalated issues, helping students as needed and providing clear guidance for all parties involved.
• Uses reports effectively to improve our contact tactics, quality, and team productivity, and provides feedback to senior management regarding student issues and ideas for improvement.
• Provides leadership for operational changes and testing new approaches.
• Conducts quarterly and yearly performance evaluations of direct reports.
• Supports team members' professional development.
• Performs other job-related duties as assigned.

Qualifications

Knowledge, Skills, and Abilities

• Basic computer skills, including experience with Microsoft Office programs
• Ability to work across multiple software programs simultaneously, including working with a sophisticated CRM system, such as Salesforce
• Possesses the principles of effective leadership, motivation, and change management.
• Professional phone and language skills, including clear speaking, writing, etc.
• Empathy, active listening, optimism, and caring about others' success.
• Strong relationship building and communications abilities, especially via phone; strong organizational aptitude.
• Well-organized, results-oriented, and attentive to details.
• An ability to work and manage independently without close supervision, coupled with an understanding that regular feedback, critiques, and coaching are part of a continuous improvement cycle.
• A courageous focus on what's best for students and the team.
• Flexible and adaptable to change and an aptitude to learn new approaches and technologies quickly.

Education

Bachelor's Degree

Experience

5 years of related experience, including 1 year of supervisory experience or demonstrated leadership in an Enrollment Counselor role at WGU

Experience leading change

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

• Experience working in a coaching, training, sales, or high-quality inbound customer service capacity
• Experience supporting adult learners in distance learning environments
• Formal supervisory experience in an enrollment or student services

Salary

The salary range for this position is $60,600.00 - $100,000.00.

Company and Location

Company: Western Governors University

Location: Home Office