Job Description
Position Title:
Manager – Call Centre Operations (University Admissions)
Organisation:
NIMS University, Jaipur.
Department:
Admissions / Student Recruitment
Reports To:
Senior Director - Admissions / Director – Marketing & Admissions
Role Objective
The Manager – Call Centre Operations (University Admissions) will be responsible for driving admission conversions, business growth, and revenue generation through effective management of the admissions call centre. The role focuses on lead conversion, team performance, process optimisation, and data-driven decision-making to achieve enrolment targets for various academic programmes offered by NIMS University.
Key Responsibilities
Business & Revenue Growth
- Drive admission conversions through structured follow-ups on inbound and outbound leads.
- Achieve and exceed monthly, quarterly, and annual enrolment targets.
- Monitor conversion ratios and implement strategies to improve lead-to-admission performance.
- Coordinate with marketing and digital teams for lead quality improvement.
Call Centre & Team Management
- Lead, motivate, and manage a team of admission counsellors / telecallers.
- Set daily, weekly, and monthly performance targets for the team.
- Coordinate with Training team to keep regular training, coaching, and performance reviews in line to enhance productivity
- Ensure high levels of team engagement, discipline, and culture.
Admissions Counselling & Process Excellence
- Ensure accurate and ethical counselling for all university programmes.
- Maintain standard operating procedures (SOPs) for admissions and calling processes.
- Handle escalations, complex queries, and high-value prospects when required.
- Ensure compliance with university policies and regulatory guidelines.
Data Management & Reporting
- Maintain accurate and up-to-date CRM and lead management systems.
- Track daily calling metrics, conversion rates, and counsellor performance.
- Prepare MIS reports and present insights to senior management.
- Use data analytics to identify gaps, trends, and improvement opportunities.
Stakeholder Coordination
- Work closely with academic departments, finance, and marketing teams.
- Support admission campaigns, counselling drives, and peak admission cycles.
- Ensure smooth handover of admitted students to post-admission teams.
Eligibility & Experience
Educational Qualification
- Masters in any discipline (Preferrably from management/engineering).
Work Experience
- Minimum 2 years of experience as a Team Leader in admissions or telecalling domain in university admisssion.
OR
- Minimum 1 year of experience as a Manager in university admissions / education telecalling.
- Proven track record in lead conversion, admissions counselling, and team handling.
Key Skills & Competencies
- Strong leadership, motivation, and team-driving skills
- Excellent communication skills (verbal and written)
- High proficiency in data management, CRM tools, and MIS reporting
- Result-oriented mindset with strong business acumen
- Ability to work under pressure during peak admission periods
- Strong interpersonal, problem-solving, and decision-making skills
Key Performance Indicators (KPIs)
- Lead-to-admission conversion rate
- Revenue generated through admissions
- Team productivity and achievement of targets
- Quality of counselling and student satisfaction
- Accuracy and timeliness of reporting
