Currently seeking a U.S. News Supervisor in Tampa, FL for Bisk Education! Bisk Education is a rapidly growing company which facilitates the promotion and online delivery of degree and certificate programs from the nation’s leading traditional universities.
General Summary:
The Supervisor will act as the front line management for the U.S. News University Connection (USNUC) call center line of business. The Supervisor is the voice of our business and ensures the needs of our customers and potential customers alike are fully met or exceeded in a timely manner. It is expected that the Supervisor will provide leadership and guidance on industry best practices, sales techniques, adherence to metrics and assist with mentoring a team of Lead Generation Representatives known as Education Specialists.
Position Summary:
The Supervisor leads, trains, coaches and manages a team of Associate Education Specialists, Education Specialists, and Senior Education Specialists to achieve the desired business goals. The Supervisor is responsible for driving the goals of the team; training, monitoring, evaluating and coaching Education Specialist performance; reviewing KPI metrics to ensure division objectives are met; leading by example; verifying compliance with corporate guidelines; maintaining a thorough working knowledge of U.S. News University Connection’s call center technologies; and ensuring that lead generation and service goals are met. The Supervisor is also responsible for performing personnel management duties and assisting the Manager with department operations.
Principal Duties & Responsibilities:
- Monitor recorded and live calls for quality and compliance adherence by utilizing ViciDial, Asterisk, and CallScoring
- Evaluate performance of Education Specialists daily through side by sides, remote observation, or recorded calls, by listening to and evaluating/documenting performance and providing coaching feedback
- Optimize and develop tactics to improve the performance and morale for a team of Education Specialists
- Coach and develop team to the behaviors in support of a positive client experience
- Participates in a daily making/reporting commitments in support of team's cadence of accountability
- Develop strong internal business relationships and partner to achieve objectives
- Provide monthly/daily/weekly feedback on 4DX
- Manage to a set of Key Performance Indicators (KPIs) encompassing the entire operation on a daily, weekly, monthly and yearly basis
- Tirelessly manage the team to exceed stated goals by leveraging expert level knowledge of consultative selling strategies
- Manage automated dialer schedule ensuring coverage and list penetration
- Direct accountability for the lead generation and service goals of assigned team
- Analyze the performance of lead generation campaigns, review metrics on an ongoing timeframe, and develop new tactics based on the data while providing status reports to the business unit.
- Mentor Education Specialist on industry best practices, business procedures, and sales tactics
- Develops and presents training programs to support company's business strategies by working with management in assessing needs, designing, writing, editing and updating curriculum, presenting material, and measuring results
- Develop and facilitate training that provides continuing education of Education Specialists
- Leads selected new hire classes; ensuring adherence to all policies, processes, and procedures
- Enhances the U.S. University Connection brand by providing high levels of professionalism and experience supporting the current and future customer base
- Other responsibilities as needed to support the business
Knowledge, Skills and Abilities Required:
- Minimum 2 years of supervisory experience in an lead generation/enrollment/admissions environment
- Ability to build, lead, and motivate an effective and professional team
- Practical experience with training, quality assurance, and coaching skill
- Professionalism, self-motivation and dedication
- Experience in managing monthly cycles
- Hands-on experience operating a predictive dialer system
- Strong working knowledge of database management
- Strong emotional intelligence, self-awareness and relationship management
- Excellent communication, organizational, and follow through skills
- Proven track record of success in meeting/exceeding goals, leading by example, and coaching
- Demonstrated ability to recommend process changes to achieve project goals
- Demonstrated ability to prioritize and meet deadlines
- PC literate with experience in a Client Relationship Management system, Microsoft Office Suite and the Internet
Education Required:
- Associate's Degree or equivalent; or 1-3 years related experience and/or training; or equivalent combination of education and experience.
- Bachelor’s Degree (BA/BS) preferred
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.
We are proud to offer a comprehensive and competitive benefits package to meet the needs of our employees. Our benefits include medical (prescription & vision), dental, life insurance, long term disability, flexible spending plans, 401(k), vacation and holidays. At Bisk Education, employees may take classes and we pay 100% of the college tuition…a $50,000 value.
Qualified candidates please visit the following link to submit your resume. Our application process will take you an average of 5 minutes to complete.
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