Purpose of the Position Responsible for, but not limited to, helping manage the day-to-day operations of the Mock Interview Specialist (MIS) Manager and MIS team, with a focus on MIS development, reporting management, and customer service for UMA students.
Primary Duties and Responsibilities
Maintains a strong working relationship with other departments, notably Learner Services LSA’s, NSA’s, Classroom Support, and Chat to share and receive knowledge sets that will positively impact both departments to ensure that our programs and support systems are student focused and enable our students to succeed in the classroom and upon graduation
Analyzes student data to identify, forecast, and improve student success regarding future interview opportunities with employers
Coach and train MIS staff on executing compliant and quality calls with students through a combination of one-on-one and group training forums
Acts a mentor to MIS staff by assisting in their development, including documenting and following up on development plans
Helps manage the MIS team Book of Business for appropriate grad classes.
Ability to lead and manage the MIS team in all aspects of daily job duties/responsibilities/performance in the event the MIS Manager is unavailable.
Conduct/schedule team meetings and huddles accordingly
Ability to successfully and efficiently utilize applicant tracking Systems (Zoho, CampusVue highly preferred)
Reassignment of student population to appropriate MIS’s Book of Business (Ownership changes)
Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
Minimum of Bachelor’s degree or equivalent experience, Master’s degree preferred
2-5 years of experience as a team lead and/or managing a high functioning team
Experience in online education preferred
Proficient knowledge of MS Office, MS Outlook, and Web Conferencing programs
Associated Knowledge, Skills & Abilities The Associate Manager of Career Readiness will be evaluated on:
Knowledge of and adherence to regulations and compliance
Comfortable speaking in group settings
Personal honesty and integrity
Student success measured at the team level
The ability to assist management team in running an efficient, cost-effective operation
The ability to deliver outstanding student service
Flexibility to work evenings and weekends as needed
KPIs: Frontline staff production, Career Readiness packaging, video mock %, and mock score 5s.