Junior Counselor Operations Manager

Grand Canyon Education (GCE) is an educational service company that provides an array of support services in the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still supports and works closely with GCU. GCE designs and develops educational programs for GCU and other traditional campus institutions, as well as online partner institutions at the undergraduate, graduate and doctoral levels.

Grand Canyon Education is seeking a Junior Counselor Operations Manager. The Junior Counselor (JC) Operations Manager will assume authority, responsibility, and accountability for the delivery of the Junior Counselor team management and results. The main focus of this role is to ensure that operational procedures and protocols are developed and implemented and daily coaching of a flexible student work team is creating a high performance culture.

RESPONSABILITIES:

• Meets goals and all approved activity metrics through mentoring, advising, counseling and communicating with junior counselor staff members.
• Maintains a positive and professional image of the University to the public and potential students.
• Establishes and monitors new processes and protocols to meet goals relative to targeted new student populations.
• Oversees all operational processes of follow-up by telephone, email or social media to inquiries and collaborates with ground admissions and marketing to increase conversion rate.
• Develops and executes all operational procedures and policies for improving operational excellence; ensures staff make up of full and part time staff can meet business goals through improvement in operational processes and training.
• Becomes subject matter expert on partner university programs and requirements; coaches and mentors to foster collective understanding.
• Models mentoring behaviors in all interactions to develop a culture of teamwork and continuous learning and education.
• Collaborates with ground management stakeholders in targeting the workflow priority of the lead database to ensure timely follow-up.
• Reviews and approves all training for managers, supervisors and junior counselors; ensures that all staff attend all trainings; reviews feedback and makes changes and adjustments in training both in content and facilitation.
• Serves as project manager to change and adapt operational processes to enable infrastructure effectiveness and consistency in operations.
• Monitors metrics for all Junior Counselor teams and identifies where support is most needed; prioritizes and focuses efforts of support on teams who are not meeting goals.

QUALIFICATIONS:

• Bachelors degree from a regionally accredited institution
• Minimum of 5 years work experience in call center environment prefer higher education admissions or service sales lead role.
• Experience in higher education admissions preferred.
• Must be able to pass pre employment background check.
• Highly proficient in skills of coaching, developmental learning and mentoring.
• Strong proficiency in ability to interact with others both in verbal and written communications.
• High level of proficiency in customer service skills.
• Ability to represent partners brand in a professional manner in all interactions.
• Demonstrated administrative leadership skills in managing growth and resources.
• Strong understanding of operational processes and procedures.
• Must be willing to stay abreast of current and emerging higher education trends.
• Good planning and organizational skills with attention to detail and a high level of accuracy.
• Good problem-solving ability, judgment and sound decision making.
• Excellent time management and the ability to adapt to changing priorities.
• Strong proficiency in use of computer and using software applications, such as Microsoft Office Suite; must be able to quickly learn a variety of database software.
• Provide a positive example to students by supporting the partners Doctrinal Statement, ethical Position Statement and Mission.