Supervisor Inquiry Response - Career Education Corporation

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Admissions & Enrollment
💼
Career Education
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40864 Requisition #
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The IRC supervisor manages the daily operations of the Inquiry Response Center and leads a team of 18-20 Coordinators, both full-time CEC employees and contingent staff, to ensure acceptable performance and adherence to CEC’s processes and policies.  Responsible for ensuring that the Inquiry Response process, from first contact with an Inquiry, to Inquiry qualification and ultimately, warm, high-quality transfer to an admissions advisor is conducted with the highest level of integrity and professionalism.  Responsibilities include:

  • Monitoring Coordinator calls for quality assurance and adherence to all regulatory and compliance requirements;

  • Providing immediate feedback and documenting results;

  • Motivating Coordinators to achieve performance in evaluated areas:  Quality Assurance Scores, Connect to Transfer, Transfer to Appointment, Adherence to Schedule and Transfer Goals;

  • Providing ongoing coaching for improvement and/or reinforcement of achieved goals and behaviors;

  • Leading by example in all areas of CEC’s Values & Behaviors;

  • Performance managing each Coordinator at appropriate levels;

  • Assisting in the professional growth and development of each Coordinator;

  • Demonstrating a consistent, fair management style that contributes to the cohesiveness of the department;

  • Creating a positive atmosphere and culture within the IRC and the organization;

  • Providing Coordinator team with daily coaching and results reporting;

  • Conducting regular 1:1’s, reviewing performance and attendance;

  • Outlining annual goals and objectives for each Coordinator;

  • Monitoring and tracking attendance, and executing corrective action, when necessary, in accordance with the IRC departmental attendance policy;

  • Partnering with staffing agencies to performance manage contingent staff;

  • Reviewing and analyzing daily, weekly and monthly reports, identifying areas of opportunity;

  • Addressing IRC complaints from internal staff and prospective students

  • Attending training to stay abreast of enhancements to technology in order to better assist Coordinators on the job;

  • Approving time for full-time and contingent staff;

  • Interviewing and hiring;

  • Enforcing training and the regular and consistent use of:

    • Scripting tool

    • Response Scripts

    • Telephone/Voice Techniques

    • IEX for >90% Schedule Adherence

    • Ensuring Coordinators adhere to update and extended talk time policies

    • Coordinating IRC efforts with Admissions Operations to provide optimal support

  • Quickly responding to requests from WFM and the Dialer Analysts to ensure consistent productivity;

  • Partnering with peers to develop motivational activities and challenges to drive center results;

  • Partnering with Human Resources on CEC employee relations issues;

  • Managing to all CEC policies, procedures, integrity and ethical standards

  • Completing all departmental projects and tasks assigned by Sr. Manager or National Director in a timely and efficient manner;

  • Embrace in the use of NICE call recording and analytics.

  Required Skills & Competencies

 

  • Excellent organizational and interpersonal skills;

  • Managing time effectively, setting priorities, taking ownership of problem solving;

  • Excellent verbal and written communication skills;

  • Flexible and adaptable to the quickly changing IRC environment;

  • Ability to work well under pressure and meet deadlines;

  • Microsoft office skills:  Excel, Word, Outlook and Power Point;

  • Goal-driven and results-oriented;

  • Ability to motivate and influence others;

  • Flexibility to work shifts including evenings, holidays and weekends

 

 

 

Required Experience

 

  • HS Diploma or its equivalent required

  • 1+ year of supervisory or management experience

  • Knowledge of call center environments 

 

 

 

Preferred Experience

 

  • Bachelor’s degree from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent) 

 

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