Enrollment Training Manager

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report.

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

TYPE OF SUPERVISION:

Receive direction from the Associate Vice Chancellor Enrollment Operations.

• Direction – indicates that the incumbent attains specific goals and objectives in a broad area of work. Only the final results of work done are typically reviewed. Incumbent typically develops procedures within the limits of established policy guidelines.

POSITION DUTIES AND RESPONSIBILITIES:  

ESSENTIAL FUNCTIONS: 

• Listen to call recordings, document feedback, and deliver feedback to the staff member that was reviewed.  It is expected that the incumbent will deliver call reviews on 10 coaching calls and 6 Q&T calls per week. 
• Train Enrollment Coaches and Enrollment Associates on topics that include but are not limited to coaching strategies; university systems and procedures; enrollment pipeline management strategies; program knowledge; onboarding and skills for new coaches and associates.
• Identify trends that based on student interactions and communicate these trends to the ECC leadership team.
• Provide strategies for improved training efforts based on identified training criteria/competencies. Design and lead trainings tied to the identified criteria. It is expected that the incumbent delivers at least one team training per month. 
• Monitor and evaluate training sessions to ensure they are effective at producing skill and performance enhancements.

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• Bachelor’s degree or combination of experience and education
• 3+ years of relevant experience delivering training in a call center or higher education environment
• Experience managing complex projects and communicating with various groups within an organization

Desired:

• Experience delivering training sessions
• Experience working in admissions or sales

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to collaborate with our coaching center leadership team to identify training gaps and opportunities for skill enhancements for individual team members
• Ability to work autonomously with a high level of initiative in order to achieve enrollment results.  Good time management and prioritization skills
• Flexibility – the ability to thrive in a dynamic, growing, and evolving organization
• Exceptional organizational skills
• Ability to lead high impact trainings and deliver feedback on performance
• Excellent coaching and development skills
• Excellent communication, both written and verbal
• Working knowledge of consultative sales
• Coachable; accepts and implements feedback

Machines, Tools, Equipment, Electronic Devices and Software:  Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook.

Contact with Students:  Occasional

Contact with Faculty and/or Staff:   Frequent

Contact with Community and Vendors: Occasional

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of  age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at recruiting@umassglobal.edu.