Head: Student Enrolments

Abantu Staffing Solutions; Oos-Kaap; On-site; ZAR 600,000 - 1,000,000; Full time

Job summary

Abantu Staffing Solutions seeks an experienced leader to drive performance in the Student Enrolments function. You will lead commercial sales, manage data-driven performance, and optimise processes using CRM, BI and automation to hit enrolment and quality targets.

The role combines people leadership with technology adoption and continuous improvement across lead management and conversion processes within a contact centre environment.

Qualifications

• 5 years managerial experience in data driven environment.
• Proven track record in high pressure and target driven environment.
• Experience leading teams and driving objectives.
• Strong understanding of sales strategies, metrics and performance management.
• Experience using data and reporting to identify performance issues and implement corrective action.
• Experience with CRM/telephony/BI/automation would be advantageous.

Responsibilities

• Analyse leads volume and quality data to identify trends and improvements in lead management processes.
• Monitor enrolments performance against agreed business objectives and KPIs.
• Oversee CRM, telephony, BI, automation, AI and related platforms supporting the Enrolments function.
• Identify opportunities to automate manual processes and improve operational efficiency.
• Ensure that processes are scalable, repeatable and consistently applied.
• Monitor conversion rates, productivity, lead utilisation and other performance measures.
• Use BI dashboards and reporting tools to monitor enrolments performance.
• Identify root causes of performance issues and challenge assumptions when data suggests better methods.
• Provide recommendations on product positioning and market opportunities.
• Monitor enrolment performance metrics and agent-specific conversion rates.
• Coach and support enrolment team members to enhance performance.
• Conduct regular performance reviews and provide feedback to achieve targets.
• Ensure managers and Team Leaders apply defined processes and performance practices.
• Prepare and present performance reports to senior management with actionable insights.
• Ensure new systems and technologies are adopted and embedded into daily operations.

Skills

Data-driven leadership

CRM systems

BI analytics

Automation awareness

Team management

Sales performance

Process optimisation

Tools

CRM platforms

Telephony systems

BI tools

Automation platforms

Job description

Overview:

The core focus of the role is to drive overall performance, efficiency, quality and growth of the Student Enrolments function. 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.

Requirements:

• 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 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.
• Experience in process optimisation, operational improvement and/or technology adoption would be advantageous.
• Experience working with CRM, telephony, BI, automation or related operational technology would be advantageous.

Responsibilities:

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.