Overview:

The core focus of the role is to drive overall performance, efficiency, quality and growth of the Student Enrolments function. 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.

Requirements:

• 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 and capability to manage, motivate teams and lead them in achieving objectives.

• 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 would be advantageous.

Responsibilities:

Contact Centre Environment Management

• Analyse leads volume and quality data, to identify trends, opportunities, and § areas for improvement in lead management processes.

• Monitor the overall performance of the Enrolments environment against § agreed business objectives and KPIs.

• Oversee the effective implementation and utilisation of CRM, telephony, BI, automation, AI and other technology platforms supporting the Enrolments § function.

• Identify opportunities to automate manual processes, improve operational efficiency and reduce unnecessary administrative effort.

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

• Monitor and evaluate conversion rates, productivity, lead utilisation and other relevant performance measures.

• Use business intelligence, dashboards and reporting tools to monitor and manage Enrolments performance.

• Identify the root causes of performance issues rather than relying solely on headline performance measures.

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

• Provide recommendations on product positioning and market opportunities.

Contact Centre Team Management

• Monitor and analyse enrolment performance metrics, including enrolment targets and agent specific conversion rates.

• 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 members to enhance their performance.

• Conduct regular performance reviews and provide feedback to enrolment team, to achieve their targets.

• Ensure that Managers and Team Leaders consistently apply agreed processes, standards and performance-management practices.

• Prepare and present performance reports to senior management, providing actionable insights and recommendations.

• Ensure that new systems, processes and technologies are effectively adopted by the Enrolments team and embedded into daily operations.