Assistant Director of Admission

Assistant Director of Admissions Remote

Reporting to the Director of Admissions, the Assistant Director of Admissions Remote will be responsible for closely collaborating with the Director to provide hiring, training, supervision and coaching up to 15 remote Admissions Representatives which includes all aspects of student admissions for undergraduate and graduate students from inquiry to application. The Assistant Director is also responsible for helping to execute dialer outreach campaigns to support the University in meeting or exceeding new student application growth goals. Other areas of responsibility include training, coaching, quality assurance, performance management, and business process design and implementation.

Specific responsibilities include :

• Facilitate training and skill development of new remote Admissions Representatives as well as current remote team members by conducting role plays, mock calls, live shadowing, observations of recorded calls and effective team meetings via video conference
• Demonstrate the delivery of consistent, constructive and performance enhancing coaching feedback via video conference based on observations conducted and by conducting and documenting regular assessments that provide specific, affirmative feedback on quality and knowledge of institution, program, administrative and admissions policies
• Conduct monthly performance coaching sessions with each direct report via video conference to develop a nimble and collaborative team that nurtures trust, accountability, and a shared vision for outstanding service to new students from the time of inquiry through application
• Develop the team to provide best-in-class service using a consultative approach
• Certifies team members on the consultative recruitment approach
• Develop, communicates and executes operational strategies to set and achieve team and unit goals on a daily, weekly, monthly basis to ensure new student application growth targets are met
• Manage daily operations by tracking workforce metrics such as call volumes, phone queues, service levels, activity lists, schedule adherence and other workforce metrics and taking action to address performance gaps, prioritize work or adjusting staff scheduling, as needed
• Must be connected with remote team and Largo team by phone, chat, video conference and virtual office during all working hours to provide leadership support
• Provide input and feedback on both strategic and operational projects and their impact on the day-to-day operations of front-line staff activities and the prospective student population
• Collaborate with Director to execute outreach activities and dialer campaigns in support of new student recruitment and improvement of inquiry to application conversion
• Handle calls from students who wish to speak to a supervisor for any reason at any time without hesitation
• Seek to provide same day resolution for any escalated issue with a commitment to uncovering unspoken needs and eliminating both real and perceived barriers for every student in every situation
• Maintain a consistent, positive and motivating presence to champion organizational and departmental change to enhance student service, speed to response and team performance
• Motivate, develop and recognize remote team members in order to develop succession planning, empower team members to take on special projects, improve employee engagement and reduce regrettable turnover
• Actively participates in phone screening, virtual interviewing and virtual Career Fairs to ensure effective hiring and selection of new remote team members
• Perform other job-related duties as assigned

Duty statements :

Required education and experience :

Preferred education and experience :

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations : The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants / candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.

Benefits package highlights :

Hiring rate : $67,000.00