FUNCTION: The Enrollment Performance Manager is responsible for leading, coaching, and developing FleetForce Truck Driver Training’s team of Placement Coordinators and CDL Success Coaches. This hands-on leadership role combines people development, operational accountability, student support, lead conversion, and performance management.
The Enrollment Performance Manager will protect and strengthen FleetForce’s culture while establishing clear expectations, driving measurable results, and holding team members accountable for performance. The successful candidate will be comfortable coaching employees in real time, analyzing performance data, improving processes and scripts, and helping the team overcome barriers affecting student enrollment, class starts, placement outcomes, and overall market performance.
PRIMARY RESPONSIBILITIES AND ACTIVITIES:
Performance and Operational Management
- Take ownership of team performance across assigned locations and markets.
- Monitor, analyze, and report individual and team performance using established key performance indicators.
- Manage to measurable results, including:
- Inbound & Outbound call activity
- Contact and response rates
- Lead response time
- Lead-to-appointment conversion
- Appointment completion
- Permit-readiness progress
- Funding qualification
- Enrollment conversion
- Issue resolution time
- Successful weekly coaching activity
- Develop and execute action plans to improve underperforming employees, markets, and locations.
- Provide leadership with regular, data-driven reports outlining results, challenges, opportunities, and recommended solutions.
- Ensure team members accurately document calls, student interactions, appointments, progress, and outcomes in the designated CRM and tracking systems.
- Maintain consistent staffing, workflow coverage, and productivity across the team.
Call Quality, Training, and Compliance
- Enforce quality, documentation, privacy, and compliance standards across the team.
- Ensure information provided to prospective students, current students, employers, and community partners is accurate and consistent.
- Monitor adherence to company policies, approved communication practices, and applicable regulatory requirements.
Lead Generation, Enrollment, and Market Growth
- Oversee the CDL Success Coach process for contacting, developing, and converting prospective students.
- Hold the team accountable for maintaining consistent follow-up with prospective students throughout the enrollment process.
- Evaluate the effectiveness of recruiting, marketing, outreach, and lead-generation initiatives within assigned markets.
- Identify barriers affecting lead generation, permit completion, funding approval, enrollment, class-fill rates, and class starts.
- Partner with Marketing, Operations, and other departments to improve lead quality, student conversion, and market performance.
Team Leadership and Development
- Lead, coach, and manage the performance of Placement Coordinators and CDL Success Coaches.
- Establish clear individual and team expectations and ensure employees understand how their performance contributes to enrollment, class-fill, graduation, and placement goals.
- Conduct daily team huddles, regular one-on-one meetings, performance reviews, and live-call coaching sessions.
- Provide ongoing coaching, training, and professional development opportunities to strengthen employee confidence, communication, productivity, and results.
- Recognize high performance while addressing performance concerns promptly, consistently, and professionally.
- Assist with hiring, onboarding, training, and ramping new Placement Coordinators and CDL Success Coaches.
- Develop performance improvement plans and corrective action strategies when employees are not meeting established expectations.
POSITION QUALIFICATIONS:
· 3+ or more years of experience leading a high-volume inbound & outbound calling, admissions, enrollment, recruiting, sales, placement, or call-center team.
· Experience conducting live-call coaching, call reviews, daily huddles, and individual performance meetings.
· Strong understanding of performance metrics, reporting, accountability, and corrective action planning.
· Experience using customer relationship management systems, dialers, reporting tools, and related technology; HubSpot experience is preferred.
· Ability to interpret data, identify performance gaps, and convert findings into practical action plans.
· Experience managing teams responsible for lead conversion, enrollment, student success, or job-placement outcomes.
· Experience with high-volume business-to-consumer outreach, home services, solar, education, or another performance-driven calling environment.
COMPENSATION:
FleetForce Truck Driver Training offers competitive compensation based on experience and qualifications. This position is eligible for bonus compensation based on the achievement of established individual, team, enrollment, placement, and organizational performance metrics.
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
