Call Center Manager

A Call Centre Manager (Admissions) is responsible for leading the entire lead-to-enrolment lifecycle, managing both the physical floor and a high-performing team of tele callers and admission counsellors.

Core Responsibilities
• Admission Team Leadership : Lead, mentor, and motivate a team of admission counsellors and tele callers to achieve daily, weekly, and monthly enrollment targets.
• Floor Management : Oversee daily operations on the call center floor, ensuring high productivity, maintaining phone etiquette, and managing shift schedules.
• Marketing & Lead Management : Optimize incoming leads from digital campaigns and events, ensuring zero lead leakage and high conversion from lead-to-walk-in.
• Performance Monitoring : Track critical KPIs such as call volume, conversion rates, and Average Handle Time (AHT).
• Quality Assurance : Conduct regular call audits and provide real-time coaching to improve counselling quality and student experience.
• Strategic Reporting : Prepare detailed MIS reports on team performance and admissions pipeline for senior management.

Key Skills & Qualifications
• Education Industry Experience : Preferably 5+ years in admissions, counselling, or education sales.
• People Management : Proven ability to manage large teams (15–20+ members) in a target-driven environment.
• Communication : Exceptional verbal and written skills to handle escalations and effectively market courses to prospective students.