Job Summary:
The Deputy Manager Admission Counselling oversees the day-to-day functioning of the admissions call centre, manages counsellors and team leaders, ensures high-quality student interactions, and drives enrolment targets. This role involves team leadership, performance improvement, student experience management, and operational efficiency.
Key Responsibilities:
1. Team Management & Operations
- Oversee a team of admission counsellors and telecallers.
- Monitor counsellor productivity, call flow, lead assignment, and daily operations.
- Ensure timely follow-up of leads, proper guidance to students, and smooth admissions support.
- Conduct daily briefings to communicate targets, updates, and expectations.
2. Admissions Performance & Conversion
- Track daily, weekly, and monthly conversion rates from inquiries to admissions.
- Implement strategies to improve lead engagement and enrollment conversions.
- Support the team with difficult or high-value leads to close admissions.
- Ensure counsellors meet individual and team admission targets.
3. Quality Assurance & Student Experience
- Monitor call quality and counselling effectiveness through audits and live monitoring.
- Provide feedback to improve communication, product knowledge, and counselling techniques.
- Ensure counsellors deliver accurate and clear information about courses, eligibility, fees, scholarships, etc.
- Resolve escalated student/parent queries efficiently.
4. Training & Development
- Identify skill gaps and conduct coaching sessions for counsellors.
- Motivate the team and build a positive, high-performance culture.
5. Process & Performance Improvement
- Analyze lead performance, call metrics, and conversion data to identify improvement areas.
- Work with marketing and admissions teams to enhance lead quality and counselling strategies.
- Implement best practices to optimize workflow and reduce drop-off rates.
- Suggest improvements in scripts, follow-up processes, and student communication.
6. Reporting & Coordination
- Maintain and share daily/weekly/monthly performance reports with management.
- Ensure accurate CRM/data entry and strict adherence to counselling guidelines.
- Coordinate with academic teams, marketing, operations, and management as required.
Required Skills & Qualifications:
- Bachelor's degree (MBA or education sector experience preferred).
- 58 years of experience in admissions counselling, call centre, sales, or education operations.
- At least 3 years of team lead or supervisory experience.
- Strong communication, leadership, and counselling skills.
- Knowledge of CRM systems, MS Excel, and call-centre tools.
- Ability to manage targets, deadlines, and team performance.
Personal Attributes:
- Student-focused and solution-oriented mindset.
- Excellent coaching and motivational skills.
- High energy, patience, and positivity.
- Analytical thinking with strong problem-solving abilities.
