About the position
ENVIRONMENT:
A dynamic Online Learning Platform seeks to fill the role of a Head of Student Enrolments whose core focus will be to drive overall performance, efficiency, quality and growth of the Student Enrolments function. The position 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. The successful incumbent must have at least 5 years managerial experience in data driven environment including Contact Centre team management experience and a proven track record in a high pressure and diverse target driven environment. You will also require the ability to interpret dashboards, reports and performance data confidently, have a solid understanding of sales strategies, metrics, and performance management and be proficient with Microsoft Office Suites, particularly Excel and PowerPoint & CRM systems.
DUTIES:
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.
REQUIREMENTS:
- 5 Years managerial experience in data driven environment including Contact Centre team management experience.
- 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.
- 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.
Advantageous -
- Experience in process optimisation, operational improvement and/or technology adoption.
- Experience working with CRM, telephony, BI, automation or related operational technology.
- Understanding of automation, AI and workflow technologies and their potential application within a sales/contact-centre environment.
ATTRIBUTES:
- High level of professionalism and attention to detail.
- Ability to work under pressure and meet deadlines.
- Excellent analytical skills with the ability to interpret complex data and trends.
- Strong leadership and team management abilities.
- Strong problem-solving skills.
- Ability to motivate and inspire sales teams to achieve high performance.
Desired Skills:
