Manager- Admissions

1 week ago


India MIT World Peace University Full time

Dear Candidate,

We have an Urgent opening for Manager- Admissions ( Students Counselling)

6 years of Call Center Experience is a must with at least two years in a Supervisory/Managerial role.

Brief: The manager of Admissions (Counselling Centre) is responsible for managing the performance of a team of Education Counsellors who deal with our potential students. We are looking for a qualified team leader to manage our team and provide effective guidance. The individual will be responsible for supervising, managing, and motivating team members daily.

Reports to: Counselling Centre Head

Roles and Responsibilities:

1. The Team Leader should understand and monitor the relevant KPIs (Key Performance Indicators) of individual performance and team performance.

2. He/She should proactively highlight and act for poor performance & reward exceptional performance.

3. Creating an inspiring team environment with an open communication culture

4. He/She should be able to set clear team goals according to University Guidelines and performance parameters.

5. The individual should work in a way that is conducive to required deadlines.

6. Oversee day-to-day operations, monitor team performance and report on metrics, discover training needs and provide coaching, listen to team members feedback, and resolve any issues or conflicts.

7. Individuals should be able to suggest and organize team-building activities.

8. Willingness to pick up the phone and take up Customer/Candidate escalations and resolve them when a team member needs assistance with escalated / non-standard calls/emails/chats etc.

9. Random audit of inbound & outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to university policies and procedures.

10. This individual will assist in developing, creating, and implementing call center quality/queue management processes and procedures; as well as making recommendations for enhancements to training materials.

11. Maintains the Standard Operating Procedures, FAQs, and other Documents required for effective team management & queue management.

12. Performs call monitoring and provides trend data to the management team.

13. Handling of the MIS database of the department

14. Maintenance of Documentation / Records

15. Coordinate and do necessary follow-up with Faculty Coordinators for required information, as and when necessary, and impart updates to the team

16. Any other functions or duties that may be assigned from time to time.

Essential Skills:

1. 6 years of Call Center Experience is a must with at least two years in a Supervisory/Managerial role.

2. Excellent verbal, written, and interpersonal communication skills.

3. Outstanding customer service skills and dedication to providing exceptional customer care.

4. Must be a self-motivator and self-starter.

5. Focus on quality and customer service.

6. Exceptional listening and analytical skills

7. Solid time management skills

8. Must be able to effectively deal with people at all levels inside and outside of the Company.

9. Ability to multitask and successfully operate in a fast-paced, team environment.

10. Must adapt well to change and successfully set and adjust priorities as needed.

11. Must be proficient with Microsoft Office (Intermediate Word, Excel and PowerPoint)



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