Student Enrollment Team Lead — Coaching & Data Integrity

Eastvantage Business Solutions Inc.; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

You will drive performance via scorecards, handle escalations, and support continuous process improvements while fostering a positive work environment and engaging in meetings across departments.

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• Minimum two years in a supervisory or team leader role in BPO handling omni-channel accounts preferred.
• Experience in student enrollment or related environment advantageous.
• Proficiency in reporting and data management tools.
• Strong performance management and corrective action knowledge.
• Demonstrated ability to lead, motivate, and manage a team effectively.
• Coaching and mentoring to develop team members.
• Excellent verbal and written communication.
• Proficiency in maintaining data integrity and accuracy.
• Effective delegation to manage workload.
• Strong problem-solving and multi-tasking abilities.
• Ability to adapt to evolving business needs.

Responsibilities

• Lead and oversee a team of Student Enrollment Assistants or Admissions Support, ensuring they meet service level commitments and performance targets.
• Provide regular coaching and mentoring to enhance team members' skills and confidence.
• Enforce data integrity protocols for accurate record-keeping.
• Assign tasks and optimize workflow to ensure timely completion.
• Communicate critical issues promptly to the Senior Team Leader.
• Participate in departmental and company meetings.
• Support and mentor both new and existing staff to enhance performance.
• Develop and issue employee scorecards and create improvement plans.
• Manage staff corrective actions including notices and terminations processes.
• Review attendance notifications and take decisions accordingly.
• Address employee concerns across departments.
• Generate and manage operational reports (attendance, action items, notifications).
• Recommend improvements to metrics and processes for efficiency.
• Foster a positive, motivating work environment.
• Perform other duties as assigned by supervisor.

Skills

Team leadership

Coaching & mentoring

Data integrity

Performance management

Communication skills

Organizational skills

Problem solving

Delegation

Attention to detail

Adaptability

Education

Bachelor's degree or equivalent

Tools

Reporting software

Data management tools

Job description

You will drive performance via scorecards, handle escalations, and support continuous process improvements while fostering a positive work environment and engaging in meetings across departments.