About the role
1. Strategic Leadership • Develop and implement the contact centre strategy aligned with organizational goals. • Drive student acquisition, engagement, retention, and satisfaction through structured communication channels. • Establish KPIs, SLAs, and performance benchmarks. 2. Operations Management • Oversee inbound and outbound call operations (Admissions, Student Support, Collections, Feedback). • Manage workforce planning, rostering, and productivity optimization. • Ensure adherence to compliance, quality standards, and data security protocols. 3. Team Leadership & Development • Lead, mentor, and scale a high-performing team of managers, team leaders, QA specialists, and executives. • Design training frameworks for communication, counseling effectiveness, and service excellence. • Foster a performance-driven and student-first culture.4. Performance & Analytics • Monitor daily, weekly, and monthly performance dashboards. • Track metrics such as conversion rates, average handling time (AHT), first call resolution (FCR), CSAT, and NPS. • Use analytics to drive continuous improvement initiatives. 5. Technology & Process Optimization • Oversee CRM and dialer systems to ensure optimal utilization. • Implement automation, IVR enhancements, and AI-driven support tools where relevant. • Streamline SOPs for improved efficiency and service quality. 6. Stakeholder Collaboration • Work closely with Admissions, Marketing, Academic Operations, Finance, and IT teams. • Provide insights to leadership on student trends, concerns, and improvement areas.
Key Performance Indicators (KPIs) • Student conversion rate • Retention & persistence rate• CSAT / NPS scores • Service level adherence • Cost per acquisition (CPA) • Productivity per agent Qualifications & Experience • Bachelor’s degree required; MBA preferred. • 8 – 10+ years of experience in contact centre operations, with at least 5 years in a leadership role.