Team Leader

POSITION SUMMARY

The Team Leader will work with a team of Admissions Specialists by defining and stating expectations for their performance, providing real-time motivation and encouragement based on performance/efficiency statistics, examining the results of their team’s performance, and communicating the results to his/her team members, both individually and as a group.  The Team Leader will foster an open dialogue amongst their team so that they understand their team goals, and how those goals fit into the mission/vision of the Company.  The Team Leader will empower their Admissions Specialists to make responsible business decisions, and will balance professional and personal communication to help establish rapport and foster trust amongst the team.  They will assist their team with the day-to-day technological and skill-based tasks necessary to help their Admissions Specialists achieve their goals. The Team Leader will collaborate with members of their own team, their fellow Team Leaders, and members of other departments to ensure that they are leading by example and modeling the Penn Foster Core Values.  They will be an advocate for positive change, championing causes that benefit our students, our employees, and the Company.  The Team Leader will be responsible for creating and maintaining a team identity, and for initiating regular team-building activities to create a fun and productive working environment for their Admissions Specialists.  They will strive to eliminate dissension/disagreement amongst their team through mediation, and when necessary, corrective action.  They will address personnel and attendance issues in a direct and respectful manner, and partner with other members of the Management team to resolve these situations where appropriate.  The collective group of Team Leaders will adhere to a schedule that fulfills these job requirements during all Contact Center operating hours.

Essential Duties and Responsibilities

  • Embody and abide by the Penn Foster Core Values
  • Answer Help Desk calls to provide real-time answers for Admissions Specialists and prospects/students
  • Collaborate with the Employee Development team to reinforce key coaching/training concepts
  • Meet regularly with team members, both individually and as a group, to discuss performance and provide motivation and encouragement
  • Provide technical support for Admissions Specialists related to computer usage, phones, phone settings, programs, ITAC requests, access issues, lead adjustments, and other issues that may prevent Admissions Specialists from fulfilling their job duties
  • Track real-time data to manage staffing, including Admissions Specialists’ login status, call volume, call spikes, manual dials, etc., and make business decisions based on these statistics such as when to offer Overtime, when to offer Voluntary Time Off, and when to provide developmental feedback to motivate their team members and drive performance
  • Identify opportunities to assist prospective students, including discounts, adjustments, and system overrides to facilitate student achievement. Admissions Team Leaders must be willing and able to work with other departments to effect the necessary changes to help prospects/students
  • Take Admissions calls as business conditions warrant
  • Address Personnel situations
  • Manage team attendance and compliance by taking call-offs and entering the appropriate information into eWFM. Team Leaders will also update FMLA hours used
  • Take escalation calls
  • Meet regularly with Admissions department management to update them on the status of their team members as it relates to performance, attendance, personnel issues, etc
  • Administer corrective action notices when necessary to address opportunities for development in the areas of performance, attendance, and personnel issues
  • Review and approve Timecard submissions
  • Address commission questions and adjustments
  • Organize regular team building exercises with their Admissions Specialists
  • Adhere to performance requirements as established by Management
  • Performs other duties or responsibilities as required or requested

Skills & Abilities

  • Education: High School or Equivalent
  • Experience: Min. 1 year of sales experience required; Call center experience preferred
  • Computer Skills: Strong computer skills required, Microsoft Office proficiency required; Experience with a Contact Center telephony management system a plus
  • Other Requirements:
    1.  1-2 years of professional experience required; Leadership experience preferred.
    2. Skills in the development and execution of multi-channel sales strategies.
    3. Strong written communication, verbal communication, and presentation skills.
    4. Strong proponent of the sales and service relationship.
    5. Ability to prepare, interpret and present sales reports.
    6. Familiarity with sales tools and systems.
Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

150
To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 1/31/2020
Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities.i To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Please check one of the boxes below:

You must enter your name and date
Your Name Today's Date
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.


iSection 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.


PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.