Team Lead

1 Task Delegation and Deadline Management Effectively distribute work assignments among Admission Counselors FDEs while establishing clear achievable deadlines Ensure optimal workload distribution to maximize team productivity and maintain accountability through systematic task tracking and follow-up mechanisms 2 Quality Assurance and Information Accuracy Supervise and maintain high standards of customer interaction by ensuring FDEs ACs conduct professional informative calls Verify that all parent inquiries receive accurate comprehensive responses while maintaining service excellence and brand reputation 3 Performance Analytics and Conversion Optimization Conduct detailed analysis of inquiry volumes track conversion rates from leads to enrollments and implement data-driven strategies for continuous improvement Utilize metrics to identify trends bottlenecks and opportunities for enhanced performance outcomes 4 Operational Oversight and Daily Management Maintain comprehensive supervision of daily operations ensuring smooth workflow execution resource allocation and adherence to established processes Address immediate operational challenges and maintain consistent service delivery standards 5 Strategic Goal Setting and Team Direction Establish clear measurable team objectives aligned with organizational targets Develop short-term and long-term goals that motivate team members while contributing to overall business success and growth initiatives 6 Report Generation and Data Management Compile comprehensive performance reports detailing team metrics conversion statistics call quality assessments and operational insights Present actionable data to senior management for informed decision-making and strategic planning purposes 7 Training Needs Assessment and Development Coordination Identify skill gaps and training requirements among FDEs ACs through performance evaluation and observation Organize and facilitate appropriate training programs workshops and development sessions to enhance team capabilities and professional growth 8 Strategic Parent Follow-up and Relationship Management Conduct targeted follow-up communications with prospective parents when additional engagement is required Manage complex inquiries address concerns and nurture relationships to maximize conversion potential and customer satisfaction 9 Priority Inquiry Management and Escalation Recognize and categorize high-priority inquiries hot leads requiring immediate attention or specialized handling Implement efficient escalation procedures to ensure critical opportunities receive appropriate resources and timely responses 10 Team Performance Monitoring and Evaluation Continuously assess individual and collective team performance through regular monitoring feedback sessions and performance reviews Implement corrective measures recognize achievements and maintain consistent performance standards across all team members 11 Cross-Departmental Coordination Coordinate with the other departments such as IT HR School inter department such as school accounts team Admin team etc to ensure accurate information is relayed to parents and inquiries are addressed holistically 12 CRM Technology Utilization Oversight Ensure that all team members are effectively using the schools CRM or admissions platform Review entries for accuracy and timeliness and provide training or troubleshooting when needed