Director of Admissions

Director of Admissions

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Director of Admissions


Job Code: 10-070
Travel Involved: None
Job Type: Full Time
Job Level: 5-7 years
Education: Bachelors Degree or Equivalent
Category: Admissions / Enrollment, Customer Service / Support, Management, Sales

Position Summary:

POSITION SUMMARY:
The Director of Admissions is is tasked with the strategic oversight and operational management of all of the company’s customer interaction and support activities.
POSITION RESPONSIBILITIES:
• Develop and manage the processes and resources to ensure customer satisfaction as evidenced by improved call/inquiry handle times, low call abandon rates, increased revenue through enrollment conversion and up-sell/cross-sell efforts, and excellent Admissions Advisor/agent product knowledge, training, and performance.
• Devise, test and implement interaction strategies and methods that consistently improve enrollment conversion rates and opt-in for value-added products and services.
• Represent customer interests across all key groups (teachers, parents and scholars) in all company activities and combine customer interaction channels (phone, chat, text, e-mail, social media, etc.) into a truly integrated model that makes the company more accessible and enhances its image as the market leader.
• Design and implement a comprehensive measurement and reporting capability that provides accurate and actionable insights into core operations as well as test outcomes.
• Introduce self service and automation options to enable customers to enroll, make payments, provide information, and get answers to questions in the manner of their choosing and more cost-effectively.
• Develop, manage and where appropriate extend the vendor base and ensure that their service levels are aligned with our business needs.
• Cultivate an environment that promotes development, information sharing, teamwork and quality to accomplish the established performance objectives.
• Maintain awareness of internal and external information required to provide top-notch customer support and quickly alert others in the company to relevant trends and developments gleaned from daily interactions with customers.
• Maintain proficiency in and familiarity with customer support technology and tools.
• Respond quickly and capably to crises that may arise, serving as the nexus between staff, families and stakeholders as appropriate.

Requirements

POSITION QUALIFICATIONS:
• 5+ years experience in call center, customer support, order processing, and fulfillment management.
• Strong understanding of product and direct marketing principles and techniques.
• A consummate team player who brings a passionate, positive, high-energy approach to delivering results, skilled in the role of teacher and trainer and comfortable in working with a young, high energy customer support team.
• Knowledgeable about (or strong interest in learning about) the field of education
• Fluent in customer interaction technologies across all channels, including software/tools, web, voice, and call center infrastructure products and services.
• Must possess extensive and excellent financial and analytical skills along with a thorough understanding of marketing, operations, and technology cost structures.
• Effective and influential communications (spoken, written, electronic), presentation and negotiation skills are required with employees at all levels, partners, and vendors.
• Excellent project management and organizational skills required.
• Ability to manage daily operations and execution of customer-facing operations in order to ensure service consistent with the brand and audience expectations.
• Bachelor’s degree in Business, Operations Management, Communications or Technology preferred but applicable experience will be considered in lieu of the major associated with the degree.
• Some travel as well as periodic attendance and participation at company’s experiential education programs.
Management:
How many regular employees is this position directly supervising? 3; indirectly 7 - 10.
Envision EMI is proud to be an E/O/E!




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