Call Center Manager - Student Enrollment (Virtual; Remote)

Visit Learning Network's Careers site to learn more about who we are: https://learningnetwork.org/careers

Company Summary

Learning Network is a growing, innovative, and customer-centric educational technology company. We seek creative and tenacious individuals to help us drive success through service.

Service is very important to us. At Learning Network, you will be among people who care about their customers and colleagues. We prioritize service by ensuring the details are done and done well - every time. We make promises, and we keep those promises. We recognize that our customers and employees don’t have to choose us. As such, service is embedded deep within our culture - and providing white-glove service is an expectation of every employee.

At Learning Network, you’ll be a part of something special. You’ll sleep better knowing you make a difference by bringing the most innovative education to thousands of students. You’ll do this amongst a supportive community of people who care. In return, you’ll care. You’ll show you care by being teachable, doing your job well, and valuing the relationships with your colleagues. You’ll achieve your goals and play nicely in the sandbox with others while doing it. We don’t do drama, and neither should you.

Working at Learning Network isn’t for everyone. But for those who choose to commit to hard work, service, students, and colleagues, it’s an incredibly rewarding experience.

Position Summary

We have an immediate opening for a Call Center Manager. In this role, you will lead a team of advisors to provide high-quality, personalized support to students in an online school. This role requires you to lead a team ensuring each member maintains a high level of productivity that directly impacts student enrollment and retention in our schools.

To be successful, you’ll need to be detail-oriented and initiative-taking. We need a broad thinker who can make suggestions, take constructive feedback with a good attitude and without pushback, and then go out and personally execute with diligence. If you like leading a high-performing enrollment team in a rapidly growing company, we’re probably a good fit.

This position is full-time and remote.

Job Duties
• Serve all stakeholders with integrity, humility, and joy while consistently modeling the importance of both task competency and relationships;
• Participate in Company events, activities, and meetings with a smile and an infectious, great attitude;
• Recruit, train, inspire, and guide contact center Advisors to ensure goal achievement and maintain exceptional service quality;
• Translate organizational objectives into individual performance targets for each Advisor and drive results to surpass expectations;
• Provide guidance and support to staff through frequent documented one-on-one sessions to address skill gaps, acknowledge progress, and enhance performance;
• Cultivate and sustain a positive, energetic work environment;
• Evaluate team requirements for training and support, and create process documents, job aids, sample calls, scripts, checklists, and other resources to meet those requirements;
• Utilize effective de-escalation methods when interacting with concerned families;
• Monitor progress and improvement in critical metrics such as conversion rates, contact rates, and retention rates, implementing effective strategies to enhance enrollment outcomes;
• Coordinate with internal teams or staffing partners (agencies) to ensure the recruitment of capable Advisors;
• At the direction of the Director, develop, revise, and analyze reports and data;
• All other duties as assigned.

Essential Knowledge, Skills, and Abilities
• Strong interpersonal skills with the demonstrated ability to consistently lead and serve others with humility, kindness, empathy and joy;
• Strong focus on customer experience;
• Excellent organizational and analytical skills;
• Ability to excel in a fast-paced, high-energy, entrepreneurial, team environment while juggling multiple tasks and priorities;
• Proficiency with office productivity software like Google Apps and Salesforce;
• Exceptional project management skills including the ability to meet deadlines and handle diverse priorities and tasks simultaneously;
• Ability to empathize with employees, colleagues, and customers using strong personal communication skills to advance company goals;
• Strict attention to detail; and
• Achieve daily performance metrics.

Qualifications
• Bachelor's degree in Business, Education, Communications, Marketing, Organizational Leadership, or sufficient combination of education and work experience; and
• Minimum of seven (7) years of contact center experience;
• Minimum of five (5) years of contact center leadership experience;
• Minimum of three (3) years of Workforce Management and forecasting experience in a contact center environment;
• Ability to pass required background checks.

Benefits
• Medical, dental, and vision employee coverage for as little as $1 each per month
• Personal paid time off in addition to major holidays
• Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance all 100% paid by the employer
• 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 5% of employee earnings

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:
• Bonus opportunities

Schedule:
• Monday to Friday

Education:
• Bachelor's (Required)

Experience:
• Call center management: 5 years (Required)
• Student Enrollment / Student Acquisition: 3 years (Preferred)
• Call center: 7 years (Required)
• Forecasting: 3 years (Required)

Work Location: Remote

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