DEPT. HEAD - STUDENT ENROLMENTS

Work Africa; East London; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Work Africa in East London is seeking a dynamic leader for Student Enrolments (Call Centre). The role combines commercial sales leadership with data-driven performance management to drive enrolments, conversion, productivity and quality across on-site and remote channels.

You will guide a team of about 70, oversee CRM, telephony, BI, automation and AI platforms, coach staff and report to senior management. Salary is market related, with criminal and credit checks.

Qualifications

• 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.

Responsibilities

• 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

Skills

Data-driven leadership

CRM proficiency

BI analytics

Automation & AI awareness

Excel & PowerPoint

Telephony

Team coaching

Performance management

Tools

CRM systems

BI platforms

Automation tools

Telephony systems

AI tools

Job description

HEAD: STUDENT ENROLMENTS (CALL CENTRE)

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