Accountable for team level metrics to ensure that departmental goals are met.
Manage the day to day activities of leading a direct reporting team including all aspects of people management, assist in interviewing candidates, training, and performance management that creates a high-performance operating environment.
Assess quality, accuracy and customer effort levels through conducting supplemental audits as directed by Department’s Management and/or Support team.
Includes tracking findings, documenting training opportunities and communicating with management on a regular basis as well as maintaining audit production standards set forth by the leadership team.
Ability to work and collaborate with cross-functional business areas to achieve results.
Review existing processes and procedures to streamline processes and increase productivity; recommend changes to processes to upper management; ensure compliance to corporate policies, procedures and controls.
Support implementation of any new processes going forward and deliver breakthrough levels of improvement on key initiatives.
Collects and analyzes trends and drives improvement opportunities (new workflows, procedures and training).
Ensure departmental compliance with all system, standards, and procedures.
Develop strong working relationships with management at all levels.
Lead by example as an active change agent by leveraging influence skills.
May perform other duties as assigned.

Bachelor’s degree or equivalent work experience preferred
Leadership experience preferred
Excellent oral and written communication skills, presentation and interpersonal abilities
Strong internal and external customer service orientation with deep and broad expertise of the front-to-back customer experience and ability to describe things from a customer perspective
Strong organizational, analytical and time management skills required
Strong analytical, creative problem solving and information seeking skills with ability to respond tactically in a dynamic environment
Demonstrated ability to deliver results, achieve goals – highly self-directed and driven by speed of resolution and results
Strong PC skills required
Strong analytical, creative problem solving and information seeking skills with ability to respond tactically in a dynamic environment
Experience in motivation, team building and collaboration/partnership
Manage a virtual and/or in person team
Availability and Flexibility to work between 730am-830pm EST Mon-Fri

Supervisor, Virtual Enrollment Solutions

Key skills