Lead Call Center Agent (Remote)

Job Description

Job Description

Insight Global is seeking to hire 1 Lead Remote Enrollment Specialist to support a network of private, tuition-based schools across the country.

This is a full-time, remote role working Monday–Friday with a rotating weekend schedule (3–6 hours once per month on Saturday or Sunday). Candidates must be available to work an 8 hour shift between 7am and 7pm local time.

This is a Lead position operating in a 60/40 split: 60% Enrollment Specialist responsibilities, 40% Leadership responsibilities, including performance management, coaching, and team support.

Requirements:

-Prior Lead or supervisory experience is required (coaching, performance reviews, etc)
-High School Diploma / GED is required
-3+ years of experience in a call center, inside sales, admissions, or customer-facing role focused on phone-based communication.
-Candidates must be physically located within the United States to be considered
-Candidates must have a dedicated remote workspace with working reliable internet

-Associate’s degree or bachelor's degree preferred
-Prior education experience is preferred

Position Overview
We’re looking for a Lead Enrollment Contact Center Specialist to join our growing internal call center team. This fully remote role sits at the heart of the family experience, where you’ll work alongside a supportive, collaborative team focused on helping families move confidently through the enrollment journey.
In addition to supporting families directly, this individual will play a key role in supporting, developing, and elevating the performance of fellow Enrollment Specialists by providing coaching, guidance, and ongoing feedback.

You’ll handle both outbound and inbound calls with prospective families while also acting as a resource and mentor for the team—helping drive both conversion results and overall team effectiveness.

Enrollment Specialist Responsibilities (60%)
-Conduct high-volume outbound calls (75+) to prospective families to schedule tours, confirm upcoming tours, and complete post-tour follow-up
-Receive inbound calls from families with questions about programs, availability, and next steps
-Execute targeted call campaigns, including tour confirmations, post-tour-to-registration outreach, and lost-opportunity re-engagement
-Communicate across multiple channels, including phone, text, email, and chat, with a consistent brand voice
-Clearly articulate the value of Endeavor schools across multiple brands and pedagogies, tailoring conversations to each family
-Confidently answer parent FAQs around curriculum, age groups, schedules, enrollment process, and differentiators
-Use approved scripts and talk tracks while adapting naturally to each conversation
-Handle objections thoughtfully and guide families toward the appropriate next step
-Accurately document conversations, outcomes, and dispositions in CCaaS and CRM systems
-Partner closely with school leaders and on-site teams to ensure smooth handoffs and aligned communication

Lead Responsibilities (40%)
-Conduct regular performance reviews (CPRs) and provide structured, actionable feedback to Enrollment Specialists
-Deliver ongoing coaching and mentorship, including call shadowing, side-by-sides, and real-time feedback
-Monitor and analyze team and individual performance metrics (conversion rates, call quality, activity levels, etc.)
-Partner with leadership to identify performance trends, gaps, and opportunities for improvement
-Support development and execution of coaching plans and performance improvement strategies
-Serve as a go-to resource for team members, providing guidance on complex conversations, objection handling, and best practices
-Maintain high standards of call quality, professionalism, and brand representation across the team
-Assist with training and onboarding of new team members
-Help reinforce a positive, collaborative team culture that prioritizes results and the family experience
-Partner cross-functionally with leadership and school teams to share insights and improve enrollment processes