Contact Centre Team Leader

ABOUT US

HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers. We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook), which recognised us as the most socially impactful startup operating in Africa, where we initially started our work.

We are dedicated to closing the global tech skills gap, and we achieve this by integrating tech education with human mentorship and expert code review, powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology. This model has been successful, allowing us to reach millions of learners a year from over 60 countries. We have also partnered with government bodies such as the UK's Department for Education, who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).

We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history. As a primarily bootstrapped, profitable, and scale-up tech business, join us as we play our part in making the world a more stable, safer, and fair place.

ABOUT THE ROLE

In this role, you will be driving and maintaining revenue growth in the admissions team through coordination of the Admissions team, internal processes, and the implementation of engagement strategies.

We need someone to ensure the promotion and sale of tech education products (including University Partners) by remaining actively involved in the sales process. You will dedicate 25% to 50% of your time to direct sales calls and "second voicing" within the team, focusing heavily on leads in the 'intro' and 'discovery' stages. This active participation will help you provide structured feedback loops to the Director of Revenue around the strategy of scaling HyperionDev.

As an experienced leader, you will be in a position of responsibility within the company and be accountable for the people within your team. You will assist the Director of Revenue in defining the admissions strategy and processes, and optimising the metrics set for your team. You should be excited about not just working hard in a small but rapidly growing startup, but building it with your own direct ownership in the business. You should be motivated by the knowledge that our courses and education methodology change the lives of people for the better. You must be ambitious and want to make the most of the tremendous opportunities you'll have being a core part of a small but fast-growing team.

As the Contact Centre Team Leader at HyperionDev, you must have a passion and excellent understanding of emerging technologies and real-world programming use cases, excellent communication skills, and a track record of leading a team to meet and exceed targets.

Please note that this is a full time position.

RESPONSIBILITIES

• Direct line management of team captains, responsible for the senior/admissions consultants (Performance, People, and Operations Management)
• Dedicate 25% to 50% of your time to active sales calls, providing "second voice" support to the admissions team to help close deals and guide conversations.
• Focus direct calling efforts on engaging with leads specifically in the 'intro' and 'discovery' call stages to drive conversion rates early in the funnel.
• Act as a working leader, balancing team coordination and internal process management with individual sales contributions.
• Ability to work US hours alongside your team
• Management of our US university partner performance (Sales performance, People, and operations management)
• Implement best practices within the team to engage with a range of leads to advise them on course choice and enrollment
• Creating and managing shift schedules to service the various target market regions
• Coordinate your team to achieve the required KPIs and exceed the monthly Revenue Target
• Ensure team activity targets & SLA’s are achieved (calls, emails, chats, inbound activity, etc.)
• Maintain strong, long-term relationships with our company and finance partners
• Train junior or new admissions staff members, as and when needed
• Ensure all administration relating to admissions is completed effectively
• Working closely with other teams and finding opportunities to optimise enrollments or scale revenue
• Contributing to process improvements
• Paying attention to competitors and their activities within the e-learning space (within and outside your designated regions)
• Identifying opportunities for new business within the market
• Schedule and Host Webinars on a frequent basis
• Coordinate and host open days if applicable to your region
• Assist in the launch of new university partners by implementing a communication and training strategy for the admissions team
• Conduct quality assurance through call and email reviews, providing regular feedback to admissions consultants
• Conduct training (first time and refresher) for the admissions team. This may include (but is not limited to) product knowledge, systems, sales skills, company policies, and company operations.
• Be required to perform admissions consultant duties if/when required (conducting calls, responding to emails)
• Provide accurate and consistent reporting to the Director of Revenue/Head of Marketing (sales revenue, sales activity, university performance, lead volume, lead quality).
• Ensure weekly and monthly KPI tracking is up-to-date and accurate
• Create, update and manage the rules of engagement policy with the admissions team members
• Ensure team compliance is met (correct invoicing, discounts applied, and adopting university partner brand guidelines)

Requirements

Minimum:

• 2+ years of exposure to the tech industry
• 2+ years of professional, full-time B2C Sales Management experience.
• 2+ years of professional, full-time sales or account management experience leading a team
• 2+ years of experience working through complex sales cycles with multiple touchpoints and decision-makers.
• 2+ years’ track record of meeting revenue targets and performance quotas
• 2+ years of administering and managing an accurate pipeline and reporting from a CRM
• Ability to record productivity, a reports from, and maintain sales CRM systems, spreadsheets, and collate market data
• Fast learner, with meticulous attention to detail, with near-perfect verbal and written communication skills.
• A problem-solving and positive attitude with an interest in the future of education and online learning

Preferred:

• 2+ years of professional, full-time B2C Sales Management experience. Preferably in the Education or EdTech Industry
• Exposure to the US market (Student Recruitment in the United States region)
• Understanding or knowledge of programming languages such as Java and Python
• Related Marketing, Commerce or Tech Bachelor's or Honours Degree
• 1+ years of experience in digital marketing and lead generation

Benefits

Flexible & remote working: We are a remote-friendly organisation and offer flexible work options. However, this role may require a once a week presence at our offices in Cape Town, if you are Cape Town-based.

Learn new tech skills: We offer our employees the opportunity to enrol part-time in our Coding Bootcamps.

Join the heart of tech in Africa, Europe and the US: You'll work with the best of the best and rub shoulders with the world leaders in edtech, developer education, and developer assessments. Join one of the most ambitious and highest performing tech companies in the space, with a management team that draws their former experience from companies such as Google, Amazon, GetSmarter/2U, Zando and Yoco.

Life-changing work: Solve real problems that make education and tech careers accessible to those who need it most: you're allowed to brag about it.

Our Values

We're a people-forward company with a purpose that underlines everything we do. We're obsessed with the potential in people and challenge them to do their best work. We embrace a culture of growth and learning to deliver on our vision and ours is a relentless quest for improvement.