HEAD: CALL CENTRE PERFORMANCE & OPTIMISATION
HEAD: CALL CENTRE PERFORMANCE & OPTIMISATION
East London - Office Based | Outside East London - Remote
The core focus of the role is to drive overall performance, efficiency, quality and growth of the Student Enrolments function. Total no. of sub-ordinates - 70. The role combines commercial sales leadership, data-driven performance management, operational discipline, process optimisation, technology adoption and people leadership to consistently achieve agreed enrolment, conversion, productivity and quality objectives.
ESSENTIAL WORK EXPERIENCE
5 years managerial experience in data driven environment
Proven track record in a high pressure and diverse target driven environment.
Track record of management experience
Strong understanding of sales strategies, metrics, and performance management.
Demonstrated experience using data and reporting to identify performance issues and implement corrective action.
Experience in process optimisation, operational improvement and/or technology adoption would be advantageous.
Experience working with CRM, telephony, BI, automation or related operational technology
Proficiency in Microsoft Office Suites, particularly Excel and PowerPoint
Proficiency in CRM systems
Ability to interpret dashboards, reports and performance data confidently.
Comfortable working with technology and adopting new digital tools.
Understanding of automation, AI and workflow technologies and their potential application within a sales/contact-centre environment would be advantageous.
FUNCTIONAL ACCOUNTABILITY
Analyse leads volume and quality data
Monitor the overall performance of the Enrolments environment
Oversee the effective implementation and utilisation of CRM, telephony, BI, automation, AI and other technology platforms
Identify opportunities to automate manual processes
Ensure that operational processes are scalable, repeatable and consistently applied.
Monitor and evaluate conversion rates, and productivity
Monitor and manage enrolments performance.
Identify the root causes of performance issues
Challenge assumptions and existing practices where data indicates that alternative approaches may produce better results.
Provide recommendations on product positioning and market opportunities.
Monitor and analyse enrolment performance metrics
Ensure enrolments team are effectively using tools and systems to track and
manage their activities.
Set clear individual, team, management and departmental performance
expectations in collaboration with leadership.
Provide ongoing coaching and support to enrolment team
Conduct regular performance reviews and provide feedback
Prepare and present performance reports to senior management
Ensure that new systems, processes and technologies are effectively adopted
Salary - Market related
Undertakings - Criminal & Credit check
Online applications will receive preference, alternatively e-mail applications to [email protected] , use REFERENCE: “CALLCENTREHEAD ”. Please deem application unsuccessful if no feedback received within 2 weeks.