Admissions Call Center Supervisor

HCA Healthcare, Inc.; Louisville (KY); Sur place; USD 65 000 - 85 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision plans

Education assistance (tuition)

401(k) Plan with company match

Résumé du poste

Galen College of Nursing in Kentucky is seeking an Admissions Call Center Supervisor to oversee the admissions first-response team and guide Specialists in achieving daily goals. The role focuses on delivering high-quality customer service while managing schedules and performance metrics.

You will lead training, monitor calls, generate reports, and coordinate outreach to prospective students across portals and phone inquiries. Excellent communication and leadership are essential for success.

Qualifications

• Bachelor’s Degree in Business Management or related field.
• Prior experience in recruiting and sales may be accepted in lieu of education.
• Proficient with Microsoft Office; experience with Microsoft Dynamics CRM preferred.

Responsabilités

• Set and meet performance targets for speed, efficiency, accuracy and quality.
• Manage the daily operations of the Support Services Department.
• Monitor calls to improve quality and track performance.
• Review staff performance and plan training sessions.
• Record statistics and generate reports.
• Handle complex customer inquiries and complaints.
• Organize staff and shift patterns to meet demand.
• Train, coach, motivate, and retain staff.
• Answer incoming calls from prospective students and schedule appointments.
• Make outgoing calls and respond to inquiries via email.
• Follow up with prospective students during the admissions process.

Connaissances

Verbal communication

Written communication

Customer service

CRM software

MS Office

Staff training

Time management

Formation

Bachelor’s Degree in Business Management or related field

Outils

Microsoft Dynamics CRM

Microsoft Office

Description du poste

At Galen College of Nursing, we educate and empower nurses to change lives. Since 1989, we’ve dedicated our work to delivering high-quality nursing education with a student-first mindset. As one of the largest private nursing colleges in the country, we combine the support of a close-knit learning environment with the strength of a nationally recognized institution, HCA Healthcare.

That same passion for excellence in the classroom extends to our offices. At Galen, you’ll find a culture deeply rooted in collaboration, innovation, and a shared commitment to improving the future of healthcare. Your work directly touches the next generation of nurses, and your contributions help our students pursue their dream of a compassionate career.

If you’re looking for a career where you can make a difference, grow professionally, and be part of a caring team, we’d love for you to apply for the Admissions Call Center Supervisor position today!

Click here to learn more about Galen!

Position Overview:

As a Admissions Call Center Supervisor at Galen College of Nursing, you will oversee an area of first response to portal and phone inquiries. Leading and managing Admissions Specialists, ensuring efficient and effective daily operations. The end goal is to assist all campus Admission Departments in reaching goals, while providing the desired level of customer service and professionalism.

Key Responsibilities:

1. Setting and meeting performance targets for speed, efficiency, accuracy and quality.
2. Managing the daily operations of the Support Services Department.
3. Monitoring random calls to improve quality, minimize errors and track operative performance.
4. Reviewing the performance of staff, identifying training needs and planning training sessions.
5. Recording statistics and performance rates and generating reports.
6. Handling the most complex customer complaints and inquiries.
7. Organizing staff, including shift patterns and the number of staff required to meet demand.
8. Training, coaching, motivating and retaining staff.
9. Answering incoming calls from prospective students to share information and schedule appointments.
10. Making outgoing phone calls and emails in response to electronic inquiries.
11. Making follow-up calls to potential students who miss scheduled appointments.
12. Following-up with prospective students throughout the admissions process.
13. Utilizing Ellucian Recruit to monitor prospective and new students in the most effective way possible.
14. Other duties, as assigned, and logically associated with the goals and objectives of the College.

Position Requirements:

• Bachelor’s Degree in Business Management or related field. Prior experience in recruiting and sales may be accepted in lieu of education.
• Computer proficient with Microsoft Office. Prior experience with Microsoft Dynamics CRM system preferred.
• Ability to effectively present information and respond to questions from groups of managers, students, applicants and the general public.
• Excellent verbal and written communications skills.
• Ability to work in a fast-paced environment and encourage others to respond in this environment.
• High attention to detail.
• Able to maintain a customer-friendly demeanor.
• Able to work flexible hours with occasional evenings and/or weekends possible.
• Possibility of occasional travel to other Galen campuses.
• Physical Requirements: Must be able to sit at a desk for eight hours at a time. Ability to spend most of the day talking to prospective students on the phone.
• Degree of Supervision: Minimal

Benefits

At Galen College of Nursing, we want to ensure your needs are met. We offer a comprehensive package of medical, dental, and vision plans, tuition discounts, along with unique benefits, including:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial well-being
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for children, elders, and pet care, home and auto repair, event planning, and more.
• Consumer discounts through Abenity.
• Retirement readiness, rollover assistance services, and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away from Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits.

Note: Eligibility for benefits may vary by location.

Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE).

Galen’s Compassionate Care Model Values

• Inclusivity:I foster an environment that provides opportunity for every individual to reach their full potential.
• Character:I act with integrity and compassion in all I do.
• Accountability:I own my role and accept responsibility for my actions.
• Respect:I value every person as an individual with unique contributions worthy of consideration.
• Excellence:I commit myself to the highest level of quality in everything I do.

Learn more about our vision and mission.

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized.

Admissions Call Center Supervisor

Galen College of Nursing