Pearson Qualify & Transfer Manager - ASU in Chandler, Arizona

Qualify & Transfer Manager - ASU

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Summary

This is a leadership support position that works toprovide onsite leadership for the Qualify and Transfer function of thebusiness. This involves advisingand coaching individuals and teams on the opportunities to improve performance.Responsibilities generally include having individual and team meeting sessionswith the Qualify and Transfer Agents to discuss their dialer performance, successand failure rates, call quality score, and phone discussions.

Responsibilities

  • Specific duties and responsibilities include, but are not limited to, thefollowing.Other duties andresponsibilities may be assigned.

  • Organizes teamefforts to exceed contact and transfer rate goals while maintaining servicestandards.

  • Analyze reports relatedto the day-to-day operations and overall productivity of the team to improveaccuracy in reports and to drive performance.

  • Serve as subjectmatter expert relating to the qualify and transfer function including the toolsand technology used for our daily jobs.

  • Monitors performance and identifies areas forteam growth and individual development.

  • Provides coachingand support to Qualify and Transfer Agents in the area of outbound or inboundcalls, speed to lead, contact efficiency, notes, call disposition, success andtransfer rates.

  • Using general,phone and interview observations, actively coaches direct reports to improveskill sets and customer service levels.

  • Thoroughlydocuments coaching and training.

  • Facilitateone-on-one meetings with each team member to discuss topics relevant to theirperformance, individual coaching and developmental needs, prioritization ofworkload, and personnel issues.

  • Review systemfiles for accuracy and compliance.

  • Make staffingrecommendations that optimize productivity.

  • Actively participates in interviewing,onboarding, training, and management of Qualify and Transfer Agents.

  • Minimize annualattrition.

  • Support Work ForceManagement to identify and address coverage needs.

  • Supports thebudgeting process for each fiscal year. This includes forecasting staffingneeds, turnover, operating and other expenses for the recruitment team withinyour area of responsibility.

  • Resolves most simple to moderately-complexquestions and problems from staff.

  • Serves as an escalation point for the crossfunctional team in the absence of the immediate supervisor.

  • Ensures alignment between Pearson Qualify andTransfer, enrollment teams and Partner expectations are met.

  • May occasionally be asked to meet with theAcademic Partner.

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Qualifications

Qualifications

  • 4-year degree from an accredited institution ORappropriate combination of education and significant experience

  • Minimum 3 years Higher Education experiencepreferred

  • Minimum 5 years consultative sales management andleadership experience preferred.

  • Strong leadership and organizational capabilitieswith time management, conflict and problem resolutions skills.

  • Demonstrated proficiency in recruitment trainingand development.

  • Capacity to work in a fast-paced environment and tobe a self-starter.

  • Highly motivational, energetic and collaborativepersonality.

  • Able to drive performance through the creation of aproductive and fun work environment.

  • Outstanding written and verbal communicationskills.

  • Strong analytical skills.

  • Proficient in MS Office, including Word, Excel,PowerPoint and Outlook.

  • Ability to work evenings until 9:00 PM (if needed) and/orweekends as business needs dictate.

Supervisory Responsibilities

  • Manages Qualify and Transfer Agents

  • Coordinates the work of others: is accountable forthe outputs of the team and is focused on overall team/unit goals and results.

  • Coaches and mentors less experienced employees oremployees who are under-performing to develop and increase knowledge,proficiency and performance levels.

  • Administers performance reviews, development plansand disciplinary action where appropriate

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 4, 2017

Req ID: 1715947