A New Kind of U. As a competency-based, student-focused, online, nonprofit university, we do things a bit differently at WGU. From the bottom up, we're designed with students in mind—particularly, the busy, working, adult student who wants to earn a bachelor's or master's degree but for whom a traditional university education simply won't do. We have a fantastic work culture, career pathing, excellent benefits, 403B retirement account with a generous company match, vacation time and sick time plus many other great benefits! If you are passionate about helping others and looking to make an impact in people’s lives, this position is for you!
WGU is growing at an exponential rate and we are looking to expand our Enrollment team with engaging individuals looking to take that next step in their careers. We are looking for leaders who are motivated and believe in our mission to help others achieve their higher education dreams. The key work functions in this position are, assisting the Director of Enrollment in recruitment and enrollment of students for the University’s degree programs and certificates. Coordinate the admissions process to serve as the contact for both potential and current WGU students who have applied or who have questions regarding WGU enrollment process and programs. Manage enrollment counselor teams, and support teams where needed. Set and achieve enrollment goals in productivity and quality metrics. Coordinate with external departments on policy, processes, and change management.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Develop implementation strategy for WGU admissions including staffing, policies, and processes.
Manage the intake interviews process for students admitted to WGU programs
Aid enrollment management in marketing, goals, improvement, and strategic initiatives
Provide student assistance during application process and until handoff to EWB/Mentor
Reply to all email requests for information, clarification, or concerns
Act as student contact for additional assistance beyond the enrollment counselor
Design/maintain systems to manage and track student progress within enrollment
Develop and implement training on specific admissions processes
Provide feedback on improvements to WGU catalog to reduce frequent calls for clarification of WGU learning models, assessments, processes and procedures
Answer incoming escalated calls, and manage that from a process improvement perspective, a student assistance perspective, and an employee feedback perspective
Provide feedback to WGU administration regarding the nature of student concerns
Serve as key contact for Mentors and Academic peer groups to maintain a communications/information bridge
Conduct hiring and training as assigned
Conduct quarterly/yearly performance evaluations to all direct reports
Continual improvement expected with individual and collective employee performance, motivation, and commitment to students.
Other duties as assigned
- Strong oral and written communication and demonstrated human relation skills
Basic mathematical skills, strong Microsoft Excel skills preferred
Schedules coaching sessions to provide constructive feedback to improve student experience
Demonstrated problem solving skills
Experience in a call center environment
Ability to use a personal computer and Internet experience essential. Capable to work remote web media for remote communications and presentations
- Bachelor’s degree required, prefer educational background, business, communication or related field
Strong experience with distance education and distance learning students is preferred.
Austin, Texas, United States