Work in a faith-based environment committed to
academic excellence and global influence.

Benefits

Regent offers a wide range of generous benefits including health, life and disability insurance; flexible spending accounts; tuition incentives; fully vested retirement plans; life and disability insurance options, time off, and more. All regular faculty and staff serving at Regent and working a minimum of 30 hours per week will receive an attractive benefits package.

The Advising Team Coach is responsible for assessing and coaching the school advisors’ performance in order to meet key performance metrics on a weekly and monthly basis. This is executed by data monitoring, reviewing recorded calls and real-time coaching throughout the day. In partnership with the Associate or Assistant Director, the Advising Team Coach is responsible for assuring their team members contribute to the school's specific goals as assigned by University leadership. Additionally, the Advising Team Coach aides the advising leadership team in escalated student matters that may require consultation with other leaders.

Essential duties:

• Coach and be held accountable for the performance goals of their assigned team of advisors.
• Train him/herself in the program/system knowledge and best practices in customer service and advising while developing training presentations and activities that will help Advisors to grow in these areas.
• Develop and implement step by step processes to review, evaluate, and communicate with frontline call center advisors on the conclusion of all cases, forms, petitions, and student requests.
• Alert colleagues and other departments to any and all issues regarding system issues to problem solve these issues.
• Collaborate with the Registrar, Business Office and school representatives, as needed, to resolve student situations or grievances.
• Analyze data and identify performance gaps and provide feedback to the Advisors on a real-time basis, as well as in weekly one-on-one meetings.
• Document daily, weekly, and monthly feedback to team members to demonstrate a well thought out plan of action and individualized approach to leadership.
• Identify agent performance trending opportunities and provide feedback and training solutions to the Assistant Director for the team.
• Participate in weekly meetings with the Associate or Assistant Director to discuss strategies to improve overall team performance.
• Oversee Quality Assurance measurements, research, and expectations with the AET team and advising teams to ensure accuracy.
• Recommend ideas and initiatives to promote teamwork which positively impact performance metrics for their team as well as the entire Advising team.
• Monitor Advisor calls on a daily basis for real-time coaching opportunities.
• Facilitate daily or weekly huddles with Advisors to discuss any goals, trends, solutions and action plans.
• Prepare additional training for the advising coaching team and model professional standards that will bring the team to a higher level of Christian professionalism.

Qualifications:

• Bachelor’s degree required.
• 2-3 years of leadership experience in a call center environment preferred.

Candidates must have: 

• A well-groomed and professional appearance
• Strong oral and written communication skills
• Christian commitment consistent with University mission
• Commitment to Regent's core values of Excellence, Innovation, and Integrity

Regent University does not discriminate in employment in its programs or activities on the basis of race, color, national or ethnic origin, sex, disability, age or veteran status. For full Non-Discrimination Policy click here.