Team Leader


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.
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