Supervisor, Virtual Enrollment Solutions

General Summary

This position is responsible for managing employees, processes and output for assigned team. The incumbent will monitor business processes and work to ensure efficient, cost effective, and high-quality output while managing future growth and automation.

Principal Duties And Responsibilities

• 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.
• Absess 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.

Job Specifications

• 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
• 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 ~IN1