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Job title: Manager: Enrolements Centre / Call Centre
Employment type: Full Time
Experience: 5 to 8 years
Salary: R20300 to R26000
Job published: 11 January 2022
Job reference no: 1253412669

Job Description


  • Accountable and responsible for leadership and management of the Enrolment Centre.
  • Driving the new student growth acquisition strategy through a superior customer experience provided by the Enrolment Centre.
  • Align the department to the Leadership team and working with leadership team to drive our strategic goals.
  • Reports to: CEO
  • Direct reports: 5 – 6; Indirect reports: 10 - 30


Minimum requirements: 

  • A Matric qualification
  • Extensive contact centre experience at a senior management level,
  • Relevant degree Commerce, Business Operations, Sales or Marketing (advantageous)
  • Track record of 8-years contact centre management experience, preferably within a sales environment.
  • Previous contact centre experience in the education industry will be an advantage. 


Key Performance Areas: (detailed breakdown available on request)

  • Enrolements
  • Operations
  • Strategic Transformation / Change
  • People: Capacity and Capability
  • Financial Health
  • Leadership


Key Areas of Expertise:

  • Proven experience of leading a sales driven contact centre operation
  • Experience and knowledge of call centre technology and telephony systems.
  • Experience of managing contact centre through periods of significant growth or change.
  • Excellent communication and leadership skills to lead and motivate a growing and changing contact centre operation.
  • The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives
  • Fluency in an African language would be advantageous
  • Financial and analytical understanding that may be applied to implementing departmental business planning and budgeting.
  • Establish contact centre metrics and benchmarks and monitor business performance on said metrics.
  • Coach and develop team into a high-performance culture, by continuous training of new student acquisition techniques as well as collections techniques for student retention.