Call Center Head

Manipal Academy of Higher Education (MAHE)

Position:

Location:

Team Size:

About MAHE Call Center

MAHE is establishing a technologically advanced call center, equipped with AI-enabled voicebot capabilities, to engage with prospective students and counsel them regarding over 400 academic programmes offered across five campuses. The centre will play a pivotal role in guiding quality candidates, supporting admissions, and enhancing the institution’s outreach.

Key Responsibilities

• Lead the setup and operationalisation of the MAHE call center, including selection and implementation of advanced technology platforms and AI-enabled voicebot systems.
• Recruit, train, and manage a team of 16 counsellors, ensuring they are equipped with strong communication skills, effective counselling techniques, and dynamic sales pitches tailored to MAHE’s diverse programmes.
• Develop standard operating procedures and best practices for student engagement, data management, and lead conversion.
• Monitor counsellor performance, provide ongoing coaching, and implement quality assurance measures.
• Collaborate with admissions and marketing teams to ensure alignment with institutional objectives.
• Analyse call centre metrics, prepare regular reports, and recommend improvements for increased efficiency and effectiveness.
• Maintain compliance with data privacy and institutional policies.

Candidate Profile

• Master’s degree.
• 10–15 years of experience in managing large call centers, preferably within the telecom or education sectors.
• Demonstrated experience leading teams of at least 10 members.
• Proven expertise in deploying and managing technology-driven call centre solutions, including AI voicebots.
• Excellent verbal and written communication skills with a strong orientation towards counselling and sales.
• Strong leadership, problem-solving, and organisational abilities.
• Ability to work collaboratively with cross-functional teams and stakeholders.

Application Process

rathanraj.k@manipal.edu