Program Guide Manager
Job Description
Key Responsibilities:
- Lead, mentor, and manage a team of 30 members.
- Set clear performance goals and objectives for team members.
- Conduct regular team meetings to review progress and address issues.
- Foster a collaborative and motivating work environment.
- Oversee the process of converting leads into inquiries.
- Develop and implement strategies to improve lead conversion rates.
- Analyze lead conversion metrics and identify areas for improvement.
- Collaborate with the marketing team to ensure a steady flow of quality leads.
- Design and implement OJT programs for new hires and existing team members.
- Ensure all team members are adequately trained in lead handling and conversion techniques.
- Regularly update training materials and methods to reflect industry best practices.Monitor individual and team performance using key performance indicators (KPIs).
- Provide regular feedback and coaching to team members.
- Conduct performance appraisals and develop improvement plans for underperforming staff.
- Develop and enforce protocols to minimize the impact of spam calls on the team's productivity.
- Train team members on identifying and handling spam calls effectively.
- Analyze call data to identify patterns and implement measures to reduce spam call frequency.
- Prepare and present regular reports on team performance, lead conversion rates, and other relevant metrics.
- Use data analysis to inform decision-making and strategic planning.
- Provide insights and recommendations to senior management.
- Ensure the CRM system is used effectively by all team members.
- Maintain accurate records of lead interactions and follow-ups.
- Analyze CRM data to track lead conversion progress and identify trends.
- Continuously assess and improve lead conversion processes.
- Implement best practices and innovative solutions to enhance team efficiency.
- Stay updated with industry trends and incorporate relevant changes into team practices.
Qualifications:
- Proven experience as a Program Manager or similar managerial role in the education industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced, target-driven environment.
