Deputy Manager – Call Center (Online Admissions)

Job Description

Job Title: Deputy Manager – Call Center (Online Admissions) Department: Online Admissions – Directorate of Distance & Online Education Location: Chandigarh University, Gharuan, Mohali Reporting To: Director Admission Job Type: Full-Time Job Purpose: To lead and manage the operations of the call center supporting online admissions, ensuring the delivery of timely, efficient, and student-focused services. The Deputy Manager will be responsible for supervising the team, maintaining quality standards, optimizing conversion ratios, and improving student experience throughout the online admission lifecycle. Key Responsibilities: Lead, manage, and support the call center team handling inquiries for online admissions (UG/PG programs). Monitor call quality, productivity, and lead handling efficiency to drive high conversion rates. Ensure consistent and prompt follow-up on online admission leads generated via digital channels. Collaborate with the digital marketing team to track lead sources and optimize ROI from campaigns. Provide coaching and training to tele-counselors and admission executives on handling student queries. Manage CRM usage for accurate data entry, lead tracking, and reporting. Analyze call data, admission trends, and feedback to improve operational effectiveness. Ensure adherence to university policies, regulatory guidelines, and data privacy norms. Handle escalations and ensure high levels of student satisfaction. Drive performance metrics including TAT (Turnaround Time), call resolution rate, and application completion rate. KPIs (Key Performance Indicators): Lead-to-Enrollment Conversion Rate Daily/Weekly Call Volume and Response Time Student Query Resolution Time Quality Assurance Score on Calls CRM Utilization and Data Accuracy Team Attendance and Productivity Metrics Qualifications & Experience: Graduate/Postgraduate in any discipline (MBA/PGDM preferred). 5–8 years of experience in a call center, preferably in the online education or edtech domain. At least 2 years in a team leadership/supervisory role. Familiarity with online admission processes, digital marketing funnels, and lead management systems. Proficient in CRM tools (e.g., Leadsquared, Salesforce, Zoho) and MS Office. Strong interpersonal, communication, and analytical skills. Ability to manage teams in high-pressure, target-oriented environments. Desirable Attributes: Experience in online higher education/admissions (UGC-DEB approved courses). Ability to understand and address the unique needs of online learners. Multilingual communication skills (English, Hindi, Punjabi preferred). Flexibility to work in extended shifts during peak admission periods. Interested Candidates can share CV at 8699692878. Regards Riya Sharma Sr. Executive HR Show more Show less