Key Responsibilities
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.
