Position Summary

The Head – Call Centre will lead and manage the University's centralized call centre operations, ensuring exceptional service delivery to prospective students, current students, parents, alumni, and other stakeholders. The role is responsible for developing customer engagement strategies, managing call centre performance, driving admissions support initiatives, improving service quality, and ensuring achievement of institutional objectives through efficient communication channels.

Key Responsibilities

Leadership & Operations

Lead and oversee daily call centre operations across inbound, outbound, email, chat, and digital communication channels.
Ensure optimal staffing, scheduling, and workforce management to meet service level targets.
Monitor operational performance and take corrective actions to improve productivity and customer satisfaction.

Admissions & Student Engagement

Support student admissions initiatives through proactive outreach and lead nurturing.
Ensure timely and accurate response to admission-related inquiries.
Coordinate with Admissions, Marketing, Academic, and Student Affairs teams to maintain updated information for stakeholders.
Monitor conversion rates from inquiries to applications and admissions.

Team Management

Train, mentor, and develop call centre supervisors, team leaders, and executives.
Conduct regular performance reviews and coaching sessions.
Establish Key Performance Indicators (KPIs) and monitor individual and team performance.
Prepare and present operational reports, dashboards, and performance metrics.
Analyze call volumes, inquiry trends, conversion ratios, and service efficiency indicators.
Use data insights to recommend process improvements and strategic initiatives.
Track departmental goals and report progress to senior management.
Manage CRM, telephony systems, call recording solutions, and related technologies.

Qualifications

Bachelor's Degree/ Business Administration/MBA, Marketing, Education Management, or related field.
Desirable Additional certifications in Customer Experience, Contact Centre Management, or CRM systems will be an advantage.

Experience

10 years of experience in call centre/customer service operations.
Minimum 5 years in a leadership role managing large teams.

Skills & Competencies

Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Strategic planning and operational excellence.
Data analysis and reporting capabilities.
CRM and contact centre technology expertise.
Problem-solving and decision-making skills.
Customer-centric mindset.
Ability to manage multiple stakeholders and priorities.

Compensation

As per university norms and candidate experience.