Team Leader

Emeritus; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Emeritus in Mumbai seeks a driven Inside Sales Team Lead to own the revenue plan for a group of programs and to guide the frontline Academic Counsellors who interact with prospective students through Email, Phone, Chat, Video Conference, and other channels to enroll in Emeritus upskilling programs.

The role emphasizes driving daily operations, achieving KRAs and KPIs, mentoring counsellors, and collaborating with Revenue and Marketing leaders to meet enrolment targets and quality standards.

Responsibilities

• Own the revenue plan for a specific group of programs aligned to the Team Leader.
• Lead the frontline Academic Counsellor team, which engages with prospective students through Email, Phone, Chat, Video Conference, and other communication channels to help them enroll in Emeritus upskilling programs.
• Drive the daily operations of the team by ensuring KRAs and KPIs are achieved, thereby improving the efficiency of the inside sales team.
• Own program revenue and enrolment goals in collaboration with the Revenue and Marketing leaders.
• Work towards achieving tactical goals for non-performing programs and ensure quick turnaround in response to changing business requirements.
• Ensure proper floor coverage and monitor critical deliverables such as hourly dials, talk time, first-time-to-attempt, average handling time, and other input metrics.
• Collaborate closely with the Training and Quality teams to implement ongoing training and coaching initiatives for Academic Counsellors, ensuring measurable outcomes.
• Proactively plan and mobilize staffing based on shift, region, and program requirements.
• Ensure adherence to quality parameters across the team.
• Attend daily stand-ups with various stakeholders and take ownership of Inside Sales metrics, including media plan adherence.
• Coach and mentor Academic Counsellors and conduct regular performance reviews.
• Represent the outreach team in weekly cross-functional business review meetings.
• Manage escalations related to leads.
• Handle additional responsibilities as required based on evolving business needs.
• Drive enrolments through bulk enrolments and referral initiatives to generate additional revenue.
• Achieve targets related to production, compliance, and quality scores as defined.

Job description

Emeritus is redefining global education by making high-quality learning accessible and affordable for individuals, companies, and governments. Through partnerships with over 80 world-class universities, Emeritus delivers industry-relevant programs across formats—including short courses, degrees, and executive programs—to more than 300,000 learners across 80+ countries.

Daskalos, a strategic initiative of Emeritus, pioneers transnational education in India by helping leading global universities establish joint campuses under the evolving Indian regulatory framework. Daskalos is shaping the next chapter in global higher education.

• Own the revenue plan for a specific group of programs aligned to the Team Leader.
• Lead the frontline Academic Counsellor team, which engages with prospective students through Email, Phone, Chat, Video Conference, and other communication channels to help them enroll in Emeritus upskilling programs.
• Drive the daily operations of the team by ensuring KRAs and KPIs are achieved, thereby improving the efficiency of the inside sales team.
• Own program revenue and enrolment goals in collaboration with the Revenue and Marketing leaders.
• Work towards achieving tactical goals for non-performing programs and ensure quick turnaround in response to changing business requirements.
• Ensure proper floor coverage and monitor critical deliverables such as hourly dials, talk time, first-time-to-attempt, average handling time, and other input metrics.
• Collaborate closely with the Training and Quality teams to implement ongoing training and coaching initiatives for Academic Counsellors, ensuring measurable outcomes.
• Proactively plan and mobilize staffing based on shift, region, and program requirements.
• Ensure adherence to quality parameters across the team.
• Attend daily stand-ups with various stakeholders and take ownership of Inside Sales metrics, including media plan adherence.
• Coach and mentor Academic Counsellors and conduct regular performance reviews.
• Represent the outreach team in weekly cross-functional business review meetings.
• Manage escalations related to leads.
• Handle additional responsibilities as required based on evolving business needs.
• Drive enrolments through bulk enrolments and referral initiatives to generate additional revenue.
• Achieve targets related to production, compliance, and quality scores as defined.