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
Skills & Abilities