CALL CENTRE TEAM LEADER

ADvTECH; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading education provider in Gauteng seeks a Call Centre Team Leader to effectively manage agents in student acquisition efforts. The role involves driving student enrolment growth and improving customer satisfaction. Ideal candidates should have a National Diploma, along with several years of sales and supervisory experience. Join a dynamic team dedicated to making a meaningful impact in students' lives.

Qualifications

• 3-5 years of sales experience in a target-driven environment.
• 1-2 years of supervisory experience.

Responsibilities

• Lead and manage call centre agents for student acquisition.
• Measure and improve customer satisfaction scores.
• Drive student enrolment growth through effective sales strategies.
• Conduct performance management training for team members.

Skills

Customer Satisfaction Measurement

Sales Management

Training & Development

Performance Monitoring

Education

National Diploma in Marketing or Sales

Tools

CRM Systems

Job description

The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 28,000 students nationwide. As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you. Join us on our journey of shaping futures!

Job Purpose:

The call centre team leader is an integral part of ensuring successful student acquisition for all regions by leading and managing the call centre agents. The team leader is required to actively practice and promote the total marketing concept for the brand under the supervision of the Sales Manager. This includes providing training & retraining for new & existing call centre staff; and managing the sales targets of the call centre agents; and ensuring the agents effectively advise prospective students and promote courses correctly. The team leader is required to fill a supervisory role for approximately 80% of their time whilst the other 20% is still focused on sales activities such as prospective student consultations.

Duties & Responsibilities:

Ensuring a Student-Centric Environment & Culture

• Measure Customer Satisfaction Scores (CSAT) and track improvements.
• Identify skills gaps affecting service quality and implement targeted training.
• Conduct regular customer experience surveys and implement feedback improvements.
• Develop and implement service excellence initiatives for call centre operaters.
• Ensure response and resolution times align with service level agreements (SLAs).

Student Number Growth & Brand Positioning

• Drive student enrolment growth by ensuring high-performing sales teams.
• Monitor and analyse sales trends to refine strategies.
• Ensure consistent team training.
• Implement a recognition and rewards program to boost motivation.
• Facilitate team-building initiatives to foster a high-performance culture.

Talent Development & Retention

• Assist Digital Specialist and Social Media Specialist to manage and report on campaigns.
• Conduct performance management training for team members.
• Ensure retention and development of high-calibre staff aligned with RC’s goals.
• Provide structured coaching and mentoring programs for team members.
• Implement a recognition and rewards program to boost motivation.
• Facilitate team-building initiatives to foster a high-performance culture.

Technology & Data-Driven Insights

• Oversee the digitisation of the campus telephone system for enhanced monitoring.
• Utilise data insights to track employee and operational performance.
• Implement call monitoring and feedback tools to improve service quality.
• Regularly assess CRM system efficiency and suggest improvements.
• Ensure seamless integration of data analytics into decision-making process.

Operational Efficiency & Compliance

• Ensure compliance with student data protection regulations.
• Improve call centre efficiency through best practices and process automation.
• Establish and maintain standard operating procedures (SOPs) for call handling.
• Monitor and reduce call abandonment rates.
• Enforce policies for handling complaints and escalations effectively.

Minimum Requirements:

Qualifications

Minimum

• National Diploma (NQF Level 6) qualification in Marketing, sales or similar

Advantageous

• Certificate in Sales/Contact Call Centre Management

Experience

Minimum

• 3-5 years Sales experience in a target driven environment.
• 1-2 years Supervisory experience

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Rosebank College is an equal opportunities employer; however, EE and South African candidates will be preferred.