Call Center Head

6 days ago

New Delhi, India Manipal Academy of Higher Education -MAHE, Manipal Full time

Manipal Academy of Higher Education (MAHE)Position: Call Center HeadLocation: Manipal Academy of Higher Education (MAHE) – ManipalTeam Size: 16 CounsellorsAbout MAHE Call CenterMAHE is establishing a technologically advanced call center, equipped with AI-enabled voicebot capabilities, to engage with prospective students and counsel them regarding over 400 academic programmes offered across five campuses. The centre will play a pivotal role in guiding quality candidates, supporting admissions, and enhancing the institution’s outreach.Key Responsibilities- Lead the setup and operationalisation of the MAHE call center, including selection and implementation of advanced technology platforms and AI-enabled voicebot systems. - Recruit, train, and manage a team of 16 counsellors, ensuring they are equipped with strong communication skills, effective counselling techniques, and dynamic sales pitches tailored to MAHE’s diverse programmes. - Develop standard operating procedures and best practices for student engagement, data management, and lead conversion. - Monitor counsellor performance, provide ongoing coaching, and implement quality assurance measures. - Collaborate with admissions and marketing teams to ensure alignment with institutional objectives. - Analyse call centre metrics, prepare regular reports, and recommend improvements for increased efficiency and effectiveness. - Maintain compliance with data privacy and institutional policies.Candidate Profile- Master’s degree. - 10–15 years of experience in managing large call centers, preferably within the telecom or education sectors. - Demonstrated experience leading teams of at least 10 members. - Proven expertise in deploying and managing technology-driven call centre solutions, including AI voicebots. - Excellent verbal and written communication skills with a strong orientation towards counselling and sales. - Strong leadership, problem-solving, and organisational abilities. - Ability to work collaboratively with cross-functional teams and stakeholders.Application ProcessInterested candidates are requested to submit their updated CV and a cover letter detailing relevant experience to or to the MAHE HR portal by 20/12/2025.

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