Call Center Team Manager

Sextant Marketing is riding a wave of success, creativity, ingenuity and growth and we are looking for a new team member. If you have an entrepreneurial mindset and feel ready to embrace positive change, innovation, and fast-growing concepts, we’d like to talk about charting a course together as you fill the significant role of Call Center Team Manager.

Position Summary:

The Call Center Team Manager is an integral, front line, role within Sextant Marketing, providing leadership to team members who are supporting various stages of the enrollment funnel with our university partners.  This position provides hands-on opportunities to evaluate and guide team members through their day-to-day tasks.  The Team Manager will serve as the team’s primary contact and guide in the establishment of daily assignments, goal, and objectives.  The Team Manager will be responsible for ensuring a seamless and top-tier experience is delivered with each interaction on behalf of our partners.  In addition, they will be responsible for ensuring the team meets all benchmarks associated with the assigned university.  The position will require flexibility related to scheduling as day, evening and weekend coverage may be required.  The optimal candidate will have prior traditional and/or online enrollment management experience, strong project management skills and a desire to deliver exceptional customer service.  This role will work closely with our internal enrollment management team as well as our partners.

Principal Duties and Responsibilities

The Team Manager will be responsible for the successful performance of assigned team members.  The Manager will be responsible for scheduling, time management, productivity, performance, and compliance to ensure the goals and objectives of partner universities are met or exceeded.  As a team manager, you are expected to employ an entrepreneurial mentality to actively engage with our partners, and all internal and external stakeholders to ensure program success and the delivery of a student centric experience on behalf of our partners.  Thus, the candidate will support all aspects related to the leadership and management of the assigned team(s).  Examples of these responsibilities would include:

• Work directly with the client to set periodic enrollment targets, lead qualification and conversion goals, and develop strategies for achieving these goals.
• Clearly communicate client objective/performance goals to internal Sextant Marketing teams/ Enrollment Advisors.
• Interpret analytics reporting to optimize campaigns, agent performance and productivity.
• Conduct regular status meetings to ensure client satisfaction and progress toward achieving designated objectives.
• Ensure compliance with client’s institutional policies and procedures.
• Manage Enrollment Advisors engagement with prospects and applicants throughout the qualification and or recruitment process.
• Establish Enrollment Advisor goals and performance objectives in support of client objectives.
• Monitor Enrollment Advisors engagements with prospects and create coaching, counseling as well as training programs to support performance goals and agent success.
• Day to day management of assigned enrollment pipeline (book of business) to ensure that appropriate engagement and follow up strategies are deployed
• The Team Manager reports directly into the Vice President of Engagement Services.

Knowledge, Skills and Abilities Required

• Excellent communication skills; comfort with being on the phone and communicating through emails and text messaging.
• Must be proficient in Microsoft Office 365 Suite (Word, Excel, PowerPoint, Outlook).
• Understanding of and working knowledge of CRM’s (preferably Sales Force).
• A positive attitude coupled with an innate desire for personal and professional success.
• Expert at organizational management and applying good judgment on business endeavors.
• Must possess a team mentality where you are comfortable being a part of a growing team.
• Ability to complete assigned tasks within deadlines while maintaining proper documentation related to your assigned pipeline (book of business) and associated prospect/student records.
• Desire to learn and excel with a growing company.

Education & Experience Requirements

• Bachelor’s Degree or commensurate level of experience.
  • Graduate experience is an added benefit.
• Solid understanding of enrollment management and lead qualification process.
• Demonstrated success in the area of higher education (admissions, recruitment, financial aid and/or sales)
• Prior inbound and outbound contact center experience is required.

Sextant Team Member Benefits

Sextant Marketing team members are pioneers in the higher education industry. We develop and execute marketing and enrollment strategies that allow many of the most prestigious traditional ground-based state and private, non-profit universities in the nation to establish themselves as leading online brands. As part of the Sextant Marketing Team, you’ll benefit from this culture based in experience, creativity, innovation, and growth. We also love:

• Excellent benefits package including health, vision, dental and life.
• Generous Vacation and Holiday pay.
• Competitive Salary.
• Flexible work-life balance.
• Desirable urban location with vibrant culture and restaurants just steps away.

The above declarations are not intended to be an “all-inclusive” list of the duties, responsibilities, skills, and abilities required to perform the job.  Rather, they are intended only to describe the general nature of the job, a reasonable representation of its activities, and the requirements to perform it.