Lead Nurturing Supervisor

Job Description

Lead Nurturing Supervisor

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 reexamining 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.

Pearson’s Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. The group, formerly known as Connections Education, is based in Columbia, Maryland and has been named a “Top Workplace” by the Baltimore Sun for three consecutive years and a “Best Place to Work” by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology, and helping students achieve both academic and personal success.

Group and Department Summary:

Family Support Group

Family Support’s primary purpose is to enhance enrollment and retention by providing the best possible experience for families and students. With the services we provide to schools, students and families, we also support key accountabilities within marketing, sales, client relations and school services including:

• Enrollment and Retention
• Sales/Proposals
• Client and School Satisfaction
• Graduation Rate

Enrollment Services Department

The Enrollment Services Department is accountable for driving customer satisfaction and expediting enrollments, providing:

• Lead follow-up and nurturing
• Senior-level relationship management support to partner schools for enrollment and academic placement, including collaboration on enrollment strategy
• Escalated contact center/help desk enrollment and academic placement support for students and families in the enrollment process
• Outreach to families during the process
• Initial course placement for students
• White-glove dedicated enrollment/academic success support for designated families.
• Dedicated single-point-of-contact support for families in the Family Connections Coordinator program from their initial interest in our program through completion of enrollment.

Position Summary:

Reporting to the Manager of Sales Operations, the Lead Nurturing Supervisor will oversee the daily workflow and operations of the Lead Nurturing team. The Lead Nurturing team consists of inbound and outbound lead nurturing agents who communicate with prospective families to ensure they understand the value of virtual schooling and have all of the information to make an informed decision about their student’s education. . The Supervisor will be responsible for managing the workflow and performance of the Lead Nurturing Team in order to optimize efficiency, quality, and outcomes. The Supervisor will maintain thorough knowledge of enrollment requirements for each school, with awareness of enrollment caps, deadlines, and special processes. A successful candidate will demonstrate superior time management, delegation, and organizational skills, and must excel at coaching and developing employees.

Primary Responsibilities:

• Manage the daily operations of the team, including directing performance, quality, productivity and workflow, overseeing staff, and prioritizing department goals and projects.
• Assists Manager of Sales Operations with interviewing, hiring, and supervising staff members.
• Assist with continuous employee development through regular coaching sessions and by serving as a mentor to team members.
• Monitor team members’ quality and productivity, coaching employees to improve performance as needed.
• Constantly innovate and improve the customer experience through the development of team members, process improvements and trainings.
• Track and report on team metrics, and assist the department in meeting service level expectations, lead conversion rate goals, and other measures of success.
• Oversee compliance with departmental and company policies, taking disciplinary action as required.
• Listen and review calls to ensure employees follow a consultative sales approach
• Act as point person for school-based staff and other departments within the company as needed
• Strive to reach registration goals through timely follow up on all customer inquiries
• Move students through the registration process from point of interest to completed application
• Review and respond to student and parent inquiries
• Determine student eligibility
• Follow up on all in-process prospective students as assigned
• Assist team members with escalated calls
• Maintain high level knowledge of all program processes and qualifications
• Other duties as assigned.

Qualifications

• Bachelors Degree required
• 1 years of supervisor or management experience strongly preferred
• 1 years sales experience preferred
• Ability to serve as an effective leader, coach, motivator, and mentor
• Excellent interpersonal skills
• Excellent written and oral communication skills
• Strong computer skills, including proficiency in Microsoft Excel and Google suite
• Excellent data analysis skills
• Ability to work as part of a team to prioritize, plan, and deliver positive outcomes
• Ability to multitask and manage competing priorities
• Highly organized, attentive to detail, self-motivated, and committed to quality work
• Ability to manage stressful situations in a calm, courteous and efficient manner
• Ability to work in a fast paced environment and make quality, informed decisions
• Must be willing to work two evenings a week until 11:30 EST and some weekends
• Prior school enrollment/registration experience a plus

Key Capabilities:

• Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.
• Delivering Results – A strong track record of delivering against commitments.
• Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.
• Building a strong team - Creates strong morale and inclusive spirit within team, Proactively addresses team performance and communication challenges and blends new people into teams when needed. Has a track record of hiring and quickly and effectively onboarding great talent. Demonstrated success developing and promoting talent
• Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support.
• Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities.

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-MD-Columbia

Work Locations: US-MD-Columbia-Grantchester Merriweather 10960 Grantchester Way Two Merriweather Columbia 21044

Job: Customer Service

Organization: North America Connections

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 31, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1914348

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.