Job Description: Admission Advisor Team Lead
Reports To: Admissions Manager
Location: Ahmedabad
Job Type: Full-Time
Position Overview
We are seeking an Admission Advisor Team Lead to oversee and guide a team of
admission advisors. This role involves ensuring the team meets performance metrics,
maintaining high levels of student satisfaction, and improving the student admissions
process. The ideal candidate will have strong leadership skills, experience in admissions,
and the ability to mentor and motivate a team.
Key Responsibilities
1. Team Leadership & Management
- Supervise Team Members: Manage a team of Admission Advisors, ensuring they meet and exceed performance goals (e.g., call quotas, application completions).
- Mentoring & Coaching: Provide ongoing training, support, and development opportunities for the team to improve their performance and customer service.
- Team Performance Monitoring: Conduct regular performance reviews, providing feedback and recommending improvement strategies.
- Daily/Weekly Meetings: Lead team meetings to review goals, progress, challenges, and share best practices.
2. Student Interaction Oversight
- Guidance for Students: Ensure advisors are guiding prospective students effectively through the application and enrollment process.
- Escalated Issues Management: Serve as the escalation point for complex student issues, providing resolutions in a timely manner.
3. Data Tracking & Reporting
- Monitor KPIs: Track and analyze team performance metrics such as call volume, conversion rates, and enrollment numbers.
- Prepare Reports: Generate regular performance reports for management, identifying areas for improvement or trends in student interactions.
4. Cross-Department Collaboration
- Work with Marketing & Career Services: Collaborate with the marketing and career services teams to align recruitment strategies and ensure students are receiving the necessary resources.
- Program Coordination: Work closely with program managers to stay updated on program specifics and communicate changes effectively to the team.
5. Quality Control
- Maintain High Standards: Ensure all communication and student interactions meet the company’s quality standards.
- Ensure Compliance: Review student applications, ensuring accuracy and adherence to program eligibility criteria.
6. Recruitment & Onboarding
- Recruitment Assistance: Participate in the hiring process for new admission advisors.
- Onboarding: Support the onboarding and training of new team members, ensuring they are well-equipped to succeed.
7. Conflict Resolution
Handle Disputes: Address any internal or external conflicts, working to resolve issues professionally and efficiently.
Qualifications
- Experience: Minimum 3 years of experience in student admissions, sales, or customer service, with at least 1 year in a supervisory role.
- Education: Bachelor’s degree in Business, Education, or a related field (or equivalent work experience).
- Leadership Skills: Proven ability to lead, motivate, and develop a team to achieve goals and improve performance.
- Communication Skills: Strong verbal and written communication skills with the ability to engage effectively with students and team members.
- Problem-Solving: Excellent conflict resolution and problem-solving skills, with the ability to think on your feet.
- Tech-Savvy: Comfortable using CRM software, MS Office, and other relevant tools for managing student data and performance tracking.
Time Management: Ability to prioritize and manage multiple tasks and deadlines effectively.
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Preferred Skills
- Experience in higher education or training programs.
- Familiarity with CRM systems, such as Salesforce or HubSpot.
Strong customer service orientation with a focus on student experience.
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Benefits
- Competitive salary and benefits package.
- Professional development opportunities.
- A dynamic and collaborative work environment.
