Team Leader Enrolment

Higher Ed Partners Africa; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An educational services provider in Gauteng is looking for a Team Leader to oversee a team responsible for guiding students through the enrolment process. The role includes coaching, monitoring performance, and continuously improving retention strategies. Ideal candidates will have a strong background in enrolment or retention services, along with leadership experience and proficiency in MS Office and CRM systems. Flexibility for shifts is required.

Qualifications

• Minimum 1–2 years in inside sales, call centre leadership, or student enrolment services.
• Proven ability to meet or exceed lead conversion and retention KPIs.
• Strong verbal and written communication skills.

Responsibilities

• Lead and develop a team of Enrolment and Retention Specialists.
• Manage enrolment and retention KPIs to ensure team success.
• Provide data-driven reports on student engagement and retention.

Skills

Leadership

Data analysis

Student engagement

Problem-solving

Collaboration

Adaptability

Education

Bachelor's degree or equivalent

Tools

MS Office

CRM / Contact Centre systems

Job description

Role Description: As Team Leader, you will oversee a team of Enrolment and Retention Specialists responsible for guiding students from their first inquiry through enrolment and ongoing success.

Your role is to ensure the team consistently achieves enrolment and retention KPIs, delivers a high-touch and supportive student experience and strengthens partner university satisfaction and outcomes.

You will manage day-to-day operations, coach and develop your team, analyse performance data and collaborate cross-functionally to continuously improve the student journey.

Key Responsibilities

• Team Leadership & Coaching
  • Lead, motivate and develop a team of Enrolment and Retention Specialists.
  • Conduct daily monitoring, 1:1s, QA reviews and performance feedback sessions.
  • Ensure consistent delivery of KPIs across the enrolment and retention funnels.
  • Provide training (in collaboration with QA and Training) on programme knowledge, compliance and student engagement best practices.
• Enrolment Management
  • Oversee the team's management of the student funnel (Inquiry → Applied → Admitted → Paid → Enrolled).
  • Monitor individual and team performance against conversion KPIs (apps completed, admitted‑to‑paid, paid‑to‑enrolled).
  • Drive activity targets (calls, connects, dial time, SLA compliance) and ensure accurate programme knowledge is consistently delivered.
  • Implement strategies to address bottlenecks and improve conversion rates.
• Retention & Student Success
  • Ensure proactive follow‑up with enrolled students to maximise retention and reduce step‑outs and drop‑outs.
  • Oversee at‑risk student identification and intervention, ensuring 95%+ engagement.
  • Implement structured check‑ins, follow‑ups and escalation strategies to improve throughput and persistence.
  • Monitor and drive retention KPIs (90%+ retention, 85%+ student satisfaction, throughput goals).
• Partner Engagement & Reporting
  • Provide structured, data‑driven reports on enrolment and retention performance.
  • Highlight trends, risks and opportunities in regular partner review meetings.
  • Present insights and contribute to partner strategies to strengthen student recruitment and persistence.
• Process, Quality & Compliance
  • Ensure % adherence to compliance, regulatory and partner requirements.
  • Maintain team QA scores of 90%+ across all channels.
  • Guarantee accurate and timely documentation of all student interactions.
  • Continuously refine call flows, objection‑handling, retention playbooks, and reporting processes to improve efficiency and outcomes.

Required Competencies

• Leadership & Coaching – Proven ability to lead, motivate and upskill a performance‑driven team.
• Data‑Driven Decision‑Making – Ability to analyse funnel and retention reports to improve outcomes.
• Student‑Centric Communication – Empathy and skill in fostering high‑touch engagement.
• Problem Solving – Rapid identification and resolution of issues affecting student progression.
• Collaboration – Strong ability to work cross‑functionally and partner‑facing.
• Adaptability – Comfortable in a dynamic environment, adapting to new processes, programmes and strategies.

Experience and Qualifications

Bachelor's degree or equivalent experience.

Minimum 1–2 years in inside sales, call centre leadership, student enrolment or retention services.

Track record of meeting or exceeding sales, enrolment or retention KPIs.

Strong verbal and written communication skills (phone, email, SMS).

Proficiency in MS Office and CRM / Contact Centre systems.

Flexibility to work shifts, weekends and overtime as required.

Please email your CV to [contact email].