Head of Student Enrolments (Remote)

SUMMARY:
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POSITION INFO:
ENVIRONMENT: A dynamic Online Learning Platform seeks to fill the role of a Head of Student Enrolments whose core focus will be to drive overall performance, efficiency, quality and growth of the Student Enrolments function. The position 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. The successful incumbent must have at least 5 years managerial experience in data driven environment including Contact Centre team management experience and a proven track record in a high pressure and diverse target driven environment. You will also require the ability to interpret dashboards, reports and performance data confidently, have a solid understanding of sales strategies, metrics, and performance management and be proficient with Microsoft Office Suites, particularly Excel and PowerPoint & CRM systems.   DUTIES: Contact Centre Environment Management - ·        Analyse leads volume and quality data, to identify trends, opportunities, and areas for improvement in lead management processes. ·        Monitor the overall performance of the Enrolments environment against agreed business objectives and KPIs. ·        Oversee the effective implementation and utilisation of CRM, telephony, BI, automation, AI and other technology platforms supporting the Enrolments function. ·        Identify opportunities to automate manual processes, improve operational efficiency and reduce unnecessary administrative effort. ·        Ensure that operational processes are scalable, repeatable and consistently applied. ·        Monitor and evaluate conversion rates, productivity, lead utilisation and other relevant performance measures. ·        Use business intelligence, dashboards and reporting tools to monitor and manage Enrolments performance. ·        Identify the root causes of performance issues rather than relying solely on headline performance measures. ·        Challenge assumptions and existing practices where data indicates that alternative approaches may produce better results. ·        Provide recommendations on product positioning and market opportunities.   Contact Centre Team Management - ·        Monitor and analyse enrolment performance metrics, including enrolment targets and agent specific conversion rates. ·        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 members to enhance their performance. ·        Conduct regular performance reviews and provide feedback to enrolment team, to achieve their targets. ·        Ensure that Managers and Team Leaders consistently apply agreed processes, standards and performance-management practices. ·        Prepare and present performance reports to senior management, providing actionable insights and recommendations. ·        Ensure that new systems, processes and technologies are effectively adopted by the Enrolments team and embedded into daily operations.   REQUIREMENTS: ·        5 Years managerial experience in data driven environment including Contact Centre team management experience. ·        Proven track record in a high pressure and diverse target driven environment. ·        Track record of management experience and capability to manage, motivate teams and lead them in achieving objectives. ·        Strong understanding of sales strategies, metrics, and performance management. ·        Demonstrated experience using data and reporting to identify performance issues and implement corrective action. ·        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.   Advantageous - ·        Experience in process optimisation, operational improvement and\/or technology adoption. ·        Experience working with CRM, telephony, BI, automation or related operational technology. ·        Understanding of automation, AI and workflow technologies and their potential application within a sales\/contact-centre environment.   ATTRIBUTES: ·        High level of professionalism and attention to detail. ·        Ability to work under pressure and meet deadlines. ·        Excellent analytical skills with the ability to interpret complex data and trends. ·        Strong leadership and team management abilities. ·        Strong problem-solving skills. ·        Ability to motivate and inspire sales teams to achieve high performance.