Supervisor, Enrollment Operations

Job Description

The Supervisor of Enrollment Operations leads a high-performing team of Enrollment Specialists for our remote call/contact center environment.  This position ensures the efficient and accurate resolution of school escalations, case management, and new enrollments. This is a critical role requiring strong leadership, analytical skills, and an understanding of K12 operations. The successful candidate will drive process improvements, coach and develop their team, and contribute to the overall success of the Enrollment department. 

SUMMARY: The Supervisor of Enrollment Operations leads a high-performing team of Enrollment Specialists for our remote call/contact center environment. This position ensures the efficient and accurate resolution of school escalations, case management, and new enrollments. This is a critical role requiring strong leadership, analytical skills, and an understanding of K12 operations. The successful candidate will drive process improvements, coach and develop their team, and contribute to the overall success of the Enrollment department. 

 

Certificates and Licenses: None required.

Residency Requirements: Remote Worker, U.S. residents of the 50 states, and D.C.

ESSENTIAL FUNCTIONS:   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.  

 

• Lead, coach, and mentor a team of Enrollment Specialists to achieve performance goals and exceed customer expectations. 

• Conduct performance reviews, provide feedback, and identify opportunities for growth and development. 

• Address team issues, attendance and concerns promptly and effectively. 

• Oversee team training and onboarding, ensuring all team members are equipped with the necessary skills and knowledge. 

• Monitor team performance metrics, identify trends, and implement corrective actions as needed. 

• Ensure timely and accurate processing of new enrollments and resolution of escalations. 

• Conduct quality assurance audits to identify areas for improvement and maintain high service standards. 

• Analyze enrollment data to identify trends, identify areas for improvement, and inform strategic decision-making. 

• Develop and implement strategies to improve team efficiency and productivity. 

• Maintain a deep understanding of K12 products and services to effectively support customers and provide "best-fit" recommendations. 

• Collaborate with cross-functional teams to improve the overall customer experience. 

• Ensure all customer interactions are handled with professionalism, empathy, and a focus on resolution. 

• Maintain a strong understanding of K12's enrollment systems and processes. 

• Proficient in Microsoft Office Suite and other relevant software applications. 

• Manage team schedules, time-off requests, and performance documentation. 

• Ensure compliance with all relevant policies and procedures. 

 

Supervisory Responsibilities: Directly supervises 15-20 or more Full-time Equivalent (FTE) regular employees and/or contractors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

 

MINIMUM REQUIRED QUALIFICATIONS:    

• High School Diploma AND 

• Three (3) years of call center OR 

• Equivalent combination of education and experience 

 

Certificates and Licenses: None required. 

 

SYSTEM REQUIREMENTS: 

• Our work from home members are r