Indiana Wesleyan University Hiring for Tele-Counseling and Call Center Manager at Marion, IN Full Time

Job no: 493159
Work type: Administrative (Full Time)
Location: Marion, IN
Categories: Admissions/Recruiting/Enrollment

Job Title: Tele-Counseling and Call Center Manager

Reporting Relationship: Associate Director of Recruitment

Unit: IWU-Marion

Department: Admissions-IWU Marion

Campus Location: Maxwell Center

Summary of Position: Proactively recruit students through the leadership of a team providing a first response to prospective students by phone, text and email. The primary role is the leadership of a Call Center and student Tele-Counseling Program that assists the recruitment team with their strategies. Coordinate recruitment strategies for a group of prospective students.

Duties and Responsibilities

• Manage the Admissions Call Center
  • Maintain training materials for students and staff
  • Maintain a database of FAQs and other recruitment relevant information for Tele-Counselors
  • Coordinate the schedule of student leaders for Call Center coverage
  • Prepare daily, weekly and monthly call reports for Associate Director of Admissions to use in strategic planning
• Oversight of the student Tele-Counseling team
  • Coordinate the interviewing, hiring, training and development of the student staff
  • Work with the Associate Director of Recruitment to devise phoning priorities for recruitment staff and the student staff
  • Provide direction to the student managers for weekly priorities and motivation
  • Monitor the input of information into the CRM to ensure accuracy
• Recruit Students from a designated geographical territory
  • Production
    • Meet or exceed enrollment goals through sustained effort
    • Assist other counselors with meeting their goals
    • Provide successful handoff of matriculated students
  • Engagement and Communication
    • Initiate frequent and meaningful communication (telephone, text, social media, notes, email, etc.) with students and parents at all steps of the recruitment process
    • Engage in meaningful communication with key influencers of students, including parents, guidance personnel, pastors, and alumni to assist in recruiting
    • Meet with and host prospective students and their guests when visiting campus, including campus tours, hosting them for meals and chapel, walking them to appointments, etc.
  • Institutional Relationships and Representation
    • Coordinate recruitment efforts with student service areas, academic programs and other units (e.g. athletics, honors college, etc.)
    • Maintain updated knowledge of IWU programs, services, expectations, culture, etc. (e.g. new majors, chapel program focus, co-curricular experiences, student services processes)
    • Communicate the value of a Christ-centered education in a manner that recognizes potential students come from diverse theological backgrounds
    • Understand and effectively communicate the cost of attendance along with the return on investment of an IWU degree
    • Represent all university values without discrimination
  • Departmental Service
    • Readily assist admissions team members with admissions events and needs, including visit days, assisting when team members are unavailable, etc.
    • Assist with other duties and tasks when needed or as assigned

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

• Bachelor’s Degree required

Experience

• Experience leading college/high school aged students
• IWU Alum preferred
• Previous sales, customer service or admissions experience

Required Skills

• Excellent interpersonal skills for relating effectively with students and staff
• Excellent organizational skills with the ability to manage multiple tasks simultaneously
• Proficient computer skills

Diversity Statement

IWU commits to create a community that reflects kingdom diversity. We will foster an intentional environment that exhibits honor, respect, and dignity. Acknowledging visible or invisible differences, our community authentically values each member’s earthly and eternal worth. We refute ignorance and isolation and embrace deliberate and courageous engagement.

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Advertised: 10 Jul 2023 US Eastern Daylight Time
Applications close: 10 Aug 2023 US Eastern Daylight Time