Sr Supervisor, Escalations & Approvals

Job Description

The Sr Supervisor of Escalations & Approvals manages a team of Resolutions Specialists, Approvers, and Document Processors ensuring that school escalations, case management, and timely new enrollment approval goals are met efficiently and accurately. This role involves providing support and coaching to ensure Resolutions Specialists, Approvers and Document Processors are adequately equipped to deliver superior customer service. Additionally, the Sr Supervisor is responsible for trend reporting and analyzing to identify areas for improvement and to drive strategic decision-making within the enrollment services operations.

SUMMARY: The Sr Supervisor of Escalations & Approvals manages a team of Resolutions Specialists, Approvers, and Document Processors ensuring that school escalations, case management, and timely new enrollment approval goals are met efficiently and accurately. This role involves providing support and coaching to ensure Resolutions Specialists, Approvers and Document Processors are adequately equipped to deliver superior customer service. Additionally, the Sr Supervisor is responsible for trend reporting and analyzing to identify areas for improvement and to drive strategic decision-making within the enrollment services operations.

This position is a remote, work from home position and open to residents of the US 50 states, D.C.

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

• Maintains strong knowledge of enrollment operations, trends, competitors, products and can convey intelligence to the team.

• Maintains complete knowledge of K12 products and can make “best fit” recommendations for specific students and customers in situations within a variety of projects.

• Works to ensure Resolutions Specialists, Approvers and Document Processors performance meets and/or exceeds established department goals.

• Leads team by directing/performing audits to ensure quality work is always occurring; and develops action plans to improve upon company expectations and goals. Continuously develop team to ensure they are proficient in their job skills and provide follow-up coaching to Resolution Specialists/Approvers/Document Processors.

• Assists with new Resolutions Specialists, Approvers and Document Processors on-boarding and training and prioritizes on-going coaching activities for maximum impact and highest quality.

• Ensures Resolutions Specialists, Approvers and Document Processors achieve expected levels for cases, enrollments approved, productivity, email quality, customer satisfaction, customer loyalty, attendance, schedule adherence, quality assurance and coaching.

• Conducts annual performance reviews (quantitative and qualitative) and identifies team members for advancement; initiates training programs geared towards career progression.

• Completes a variety of administrative tasks, such as: time sheets, paid time off, crafting corrective action documentation, coaching, monitoring, etc.

• Serves as a subject matter expert on key information, managing changes and updates for Resolutions Specialists, Approvers, Document Processors and automated bot matrices as needed.

• Works closely with multiple support and operations organizations to collaborate, make recommendations, and implement strategies/projects to improve client and customer experience.

Supervisory Responsibilities: Directly supervises 10 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 / GED and relevant work experience, OR

• Minimum of 4 years' experience in a similar call center role

Certificates and Licenses: None required.

SYSTEM REQUIREMENTS:

• Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible.  

• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interfe