HEAD: STUDENT ENROLMENTS (CALL CENTRE)

East London – Office Based | Outside East London – Remote

The core focus of the role is to drive overall performance, efficiency, quality and growth of the Student Enrolments function. Total no. of sub-ordinates – 70. The role combines commercial sales leadership, data-driven performance management, operational discipline, process optimisation, technology adoption and people leadership to consistently achieve agreed enrolment, conversion, productivity and quality objectives.

ESSENTIAL WORK EXPERIENCE

5 years managerial experience in data driven environment

Proven track record in a high pressure and diverse target driven environment.

Track record of management experience

Strong understanding of sales strategies, metrics, and performance management.

Demonstrated experience using data and reporting to identify performance issues and implement corrective action.

Experience in process optimisation, operational improvement and/or technology adoption would be advantageous.

Experience working with CRM, telephony, BI, automation or related operational technology

Proficiency in Microsoft Office Suites, particularly Excel and PowerPoint

Proficiency in CRM systems

Ability to interpret dashboards, reports and performance data confidently.

Comfortable working with technology and adopting new digital tools.

Understanding of automation, AI and workflow technologies and their potential application within a sales/contact-centre environment would be advantageous.

FUNCTIONAL ACCOUNTABILITY

Analyse leads volume and quality data

Monitor the overall performance of the Enrolments environment

Oversee the effective implementation and utilisation of CRM, telephony, BI, automation, AI and other technology platforms

Identify opportunities to automate manual processes

Ensure that operational processes are scalable, repeatable and consistently applied.

Monitor and evaluate conversion rates, and productivity

Monitor and manage enrolments performance.

Identify the root causes of performance issues

Challenge assumptions and existing practices where data indicates that alternative approaches may produce better results.

Provide recommendations on product positioning and market opportunities.

Monitor and analyse enrolment performance metrics

Ensure enrolments team are effectively using tools and systems to track and

manage their activities.

Set clear individual, team, management and departmental performance

expectations in collaboration with leadership.

Provide ongoing coaching and support to enrolment team

Conduct regular performance reviews and provide feedback

Prepare and present performance reports to senior management

Ensure that new systems, processes and technologies are effectively adopted

Salary – Market related

Undertakings – Criminal & Credit check

Online applications will receive preference, alternatively e-mail applications to Solutions@workafrica.co.za , use REFERENCE: “CALLCENTREHEAD”. Please deem application unsuccessful if no feedback received within 2 weeks.