Company description

At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.

For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.

Purpose of the position

Reporting to the Manger of Enrollment Support and Performance Management, the Universal Advisor Supervisor will oversee the daily workflow and operations of the Universal Advisor (UA) team. The UA team consists of enrollment advisors who maintain an effective workflow for our enrollment teams. The team provides expert support to our internal teams and prospective families. The Universal Agent is a critical first point of contact for FECs, Lead Nurture and Non-Academic Document Processing agents, who have questions or issues that arise while working with prospective families.

Core tasks & responsibilities

• Assist in driving key performance indicators, enrollment goals, priority workflow for focused school-specific outbound task forces.

• Ability to analyze data and enrollment reporting to identify productivity concerns or enrollment pipeline opportunities to help drive enrollment goal success.

• Manage daily operations oversight and execution, including directing team workflow, supervising staff, resolving employee issues, and prioritizing department goals and projects.

• Play a leading role in supporting and developing Universal Agents by way of regular meetings, goal setting, and a strong focus on ongoing formal and informal coaching.

• Oversee team compliance with departmental and company policies, taking disciplinary action as required.

• Monitor team members’ quality and productivity to improve performance, meet department goals, and establish improvement plans when necessary.

• Track, analyze, and report on team metrics, and meet key performance indicators of service levels, customer satisfaction, enrollment conversion rates, and other measures of success.

• Maintain consistent communication with Enrollment Support and Performance Manager and other members of leadership to address potential concerns and discuss overall team performance.

• Constantly innovate and improve enrollment processes and workflow approaches to drive efficiency and expedite enrollments.

• Manage staffing needs through interviewing, hiring, and onboarding.

• Maintain awareness of school information such as enrollment processes, enrollment caps, deadlines, and special projects and serve as a subject matter expert for Universal Advisors and other stakeholders.

• Track and approve leave requests, timesheets, and other administrative tasks as needed.

• Ensure exceptional customer experience, including communicating with internal and external customers that have complaints and handling complex escalated situations.

• Collaborate with departments to ensure that all resources are consistent and up-to-date, and to facilitate successful processes, strategies, and interdepartmental initiatives.

• Maintain and update comprehensive documentation for enrollment procedures and policies.

• Work closely with cross-functional teams to develop and implement training programs that support staff adaptation to new systems and processes.

• Develop and implement process improvement plans with a focus on streamlining workflows, reducing bottlenecks and enhancing service delivery.

• Other duties as assigned.

Qualifications

• Demonstrated consultative sales experience and management of high-volume call metrics

• Demonstrated application and knowledge of KPI’s that are predictive of enrollment conversion success

• Proven experience supporting families and schools with complex enrollment requirements and/or 2+ years of demonstrated phone remote, phone-based admissions experience

• Demonstrated success with developing and driving a team of enrollment counselors to deliver quality enrollment conversions from inbound and outbound communication.

• Bachelor's Degree required

• 1+ years of supervisory or management experience strongly preferred

• Ability to serve as an effective leader, coach, motivator, and mentor

• Comprehensive knowledge of customer service and call handling procedures

• Excellent interpersonal skills, and written and oral communication skills

• Strong computer skills, including proficiency in Microsoft Excel and Outlook365 suite

• Excellent data analysis skills

• Ability to work as part of a team to prioritize, plan, and deliver positive outcomes

• Ability to multitask and manage competing priorities

• Highly organized, attentive to detail, self-motivated, and committed to quality work

• Ability to manage stressful situations in a calm, courteous and efficient manner

• Ability to work in a fast-paced environment and make quality, informed decisions

• Comprehensive skills in Connexus and Pearson systems preferred

• Must be willing to work shift work to support assigned time zones.

Competencies

• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems and successfully cultivate and nurture families in an enrollment pipeline with complex enrollment requirements.

• Drives Results – Consistently achieving results, even under tough circumstances.

• Drives Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

• Directs Work - Providing direction, delegating, and removing obstacles to get work done.

• Organizationally Savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

• Optimizes Work Processes - Identifies the most effective and efficient processes to get things done, with a focus on continuous improvement.

• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Resourcefulness - Securing and deploying resources effectively and efficiently.

• Nimble Learning - Actively learning through experimentation when tackling issues, using both successes and failures are learning fodder.

• Ensures Accountability - Holding self and others accountable to meet commitments.

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Customer Focus - Building strong relationships and delivering customer-centric solutions

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 18865

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