Call Center Head

Manipal Academy of Higher Education -MAHE, Manipal; Udupi district; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A prestigious educational institution in Manipal seeks a Call Center Head to establish and lead a new call center. This role includes managing a team of 16 counsellors, overseeing technology deployment, and enhancing student outreach. Candidates should have 10-15 years of experience in a similar role, strong communication skills, and leadership abilities. The position offers a full-time employment opportunity with a mid-senior level seniority. Interested applicants should submit their CV and cover letter by 20/12/2025.

Qualifications

• 10-15 years of experience in managing large call centers, preferably within telecom or education.
• Demonstrated experience leading teams of at least 10 members.
• Proven expertise in technology-driven call center solutions, including AI voicebots.
• Excellent verbal and written communication skills.
• Strong leadership and organizational abilities.

Responsibilities

• Lead the setup and operationalization of the call center.
• Recruit and manage a team of counsellors.
• Develop standard operating procedures for engagement and data management.
• Monitor performance and provide ongoing coaching.
• Collaborate with admissions and marketing teams.
• Analyze metrics and recommend process improvements.
• Maintain compliance with data privacy policies.

Skills

Team leadership

Communication skills

Counseling techniques

Sales techniques

Problem-solving

Organizational abilities

Cross-functional collaboration

Job description

Position: Call Center Head

Location: Manipal Academy of Higher Education (MAHE) – Manipal

Team Size: 16 Counsellors

About MAHE Call Center: MAHE 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

• 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 Process

Interested candidates should submit their updated CV and a cover letter detailing relevant experience to [e-mail] or through the MAHE HR portal by 20/12/2025.

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Education

Industries

• Higher Education