Contract type: Full time, Permanent 

Location: Noida 

JOB OVERVIEW

The Team Lead - Customer Service Outbound is responsible for managing and optimizing the student conversion process. Key purpose is to lead a team focused on guiding prospective students through their enrolment journey, ensuring timely follow-ups, meeting SLAs, and driving conversions throughout the Student Journey. To inspire and motivate the team through two-way communication, development and inclusive management

ABOUT THE ROLE

Oversee and manage the movement of students between stages, ensuring smooth transitions and driving students from offer to arrival stage. Implement strategies to increase successful progress through each stage. Ensure adherence to SLAs for response times, follow-up calls, and overall process efficiency. Track team KPIs, leave management, resource & work allocation and monitor performance to meet conversion goals. Supervise outbound calls, ensuring quality interactions. Monitor and ensure timely follow-up actions (e.g., sending info, scheduling appointments) to nurture opportunities and drive conversions. Leverage your skillset to collaborate with other teams who can impact conversion. Setup regular cadence-connect to drive Conversion objectives. Lead, motivate, and support the conversions team, providing coaching and feedback to improve performance. Foster a high-performance culture with clear goals and accountability.Continuously evaluate and improve the conversion process – starting with creation of dashboards and data visualization. Create and provide regular performance reports and insights to leadership, identifying trends and areas for improvement. To be a subject matter expert on Conversion issues.Provide ongoing coaching and mentoring to team members, driving a high performance and customer focused culture.Undertake regular one-to-one meetings and ensure each team member has objectives and a training / development plan. Facilitate and deliver training where appropriate and required. Motivate and energise others through positive reinforcement

ABOUT YOU

Only open for Key account executive, Senior key account executive, Senior admissions specialist and Admissions specialist.Demonstrable track-record of delivering results in a high-paced and pressurized environment.Good understanding of Higher Education admission processesExperience of using computerised systems/databases to achieve work goals and tasks.Microsoft Office suite – PowerPoint, Excel, Word and OutlookPrevious experience of people management. Telephony and Outbound Calling experience.Highly organised; able to prioritise and guide the work of self and the team and work within deadlines.   Resilient, self-motivated and able to work independently on a day-to-day basis. Excellent attention to detail and able to interpret complex processes correctly and communicate this in a way which ensures the team consistently operate in accordance with expectations.  Problem solving skills – gathers information about issues before trying to reach and implement a solution. Can handle a wide range of problems within area of responsibility but recognises when to escalate matters. A strong collaborator who can develop effective relationships across all parts of Admissions and the Study Group matrix structure. Openly shares information with others on a regular basis.Familiarity with CRM systems and call management software. Preferably – Salesforce / Power BI / Calling platform. 

ABOUT US

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.

ORGANISATIONAL COMPLIANCE

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification.

We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.

We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply asap.