Team Lead, Advising

Position Summary

The Team Lead, Advising serves as a first level leadership support role and point of contact for the Academic and Finance Advisors or Academic and Finance Counselors. Provides day to day leadership support to include mentoring, coaching, and training to team members. Maintains a positive team environment, leading the team when the Associate Director is not present, providing reporting and contact strategy focus for team members, driving to results, and coaching to outcomes for the team. In addition, is the first point of contact for students and organizational escalations.

Essential Functions:

• Communicate goals and deadlines to team members and ensure completion.
• Coach team members for prioritization skills on workload and tasks for successful completion.
• Analyze team member performance and provide outcome-based feedback for improvement through coaching.
• Analyze student feedback surveys and create individualized skill development plans to improve.
• Manage projects and deadlines set by the Associate Director to ensure timely progression and completion.
• Provide team member training support.
• Identify current team and individual challenges to provide early intervention for team member improvement. 
• Maintain team member coaching log and provide feedback to Associate Director for annual evaluations and regular 1:1s.
• Provide escalation support and first level conflict resolution.
• Collect, maintain, and report team member metric data.
• Lead department meetings.
• Hold 1:1s with team members and provide skills coaching.
• Team oversight and coverage support in the absence of the Associate Director.
• Remediation committee team member for performance management.
• Maintain the highest level of integrity and professionalism.
• Monitor at risk student populations and adjust outreach strategy as needed to increase efficacy of team member outreach for student success.
• Coach and provide feedback for team members on packaging returns, advising, and process errors.
• Support front line team members through student program change process.
• Perform administration duties including, but not limited to, program changes, packaging return oversight, and interdepartmental advisor feedback opportunities.
• Oversee team member engagement in phone queue and address as necessary when expectations are not being met.
• Ensure appropriate student outreach and contact strategies are maintained to lower student and University outstanding balances.
• Regularly review team member calls and provide coaching/feedback as appropriate.
• Provide support and coverage for team as needed.
• Participate in ongoing department projects, or other special projects, as needed. 
• Reasonable and consistent attendance to fulfill requirements of the position. 
• Other duties as assigned. 

Supervisory Responsibilities:  

• Indirect oversight of up to 10 front line team members. 
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