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Supervisor, Service Center
Blackboard Inc.
Greenville, SC, United States
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With more than 5,000 global education clients, Blackboard’s Student Lifecycle Services help the world’s most progressive institution of all sizes optimize program, marketing, and enrollment investment, as well as eliminate barriers to student success through technology enabled support solutions. We leverage expertise, technology, and data to create an efficient, financially sustainable way to nurture students through their educational journey. Through our Strategic Marketing & Enrollment and Student Services & Technology Support solutions, our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
Our contact center teams serve as a seamless extension of the colleges and universities they serve. As a representative of our higher education clients, you will engage with students and collaborate with on-campus staff to achieve institutional goals.
Key Job Elements:
• Achieve enrollment targets: application volume, conversion rates, new student enrollment targets, application yield, and start plans.
• Oversee hiring of enrollment staff, maintaining staffing plans, and providing staff development, training, motivation and ongoing management of staff. Providing ongoing management of staff including weekly observations, quarterly performance reviews, and turnover prevention.
• Responsible for developing and or recommending student recruitment strategies that leverage promotional content, automated communications, and telephone outreach.
• Responsible for collaborating with team members and external departments to monitor strategy execution via CRM technology, predictive dialer technology, and marketing automation tools.
• Collaborate with on-campus departments to assure students receive support they need related to financial aid, orientation, academic advising, and tutoring, and career counseling.
• Ensure compliance and adherence to ethical standards related to student recruitment practices.
• Other duties as assigned.
Requirements
• Bachelor’s degree preferred and/or comparable work experience
• Five years of increasingly responsible experience managing a team in a contact center environment, sales team, particularly admissions recruitment, intangible products, or services.
• Experience serving in a higher education institution desired, but not required.
Abilities
• Ability to interact effectively as a leader and as a member of a team who works collaboratively with other departments.
• Proficient in using communication technologies, including databases, email, phone and instant messaging.
• Highly effective written and verbal communication skills
• Ability to build relationships quickly through phone, email and text
• Ability to adapt to changing priorities, meet deadlines and work well under pressure
• Personable, enthusiastic, assertive, dependable and self-motivated
• Must be willing and able to work some evening and weekend hours and be flexible to adjust schedule as needed to best meet student needs and availability
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.
Location/Division: Greenville, SC, USA Job Requisition: SS-626