Call Center Manager

Job TitleCall Center Manager – Study Abroad

DepartmentAdmissions & Student Recruitment

Job SummaryThe Call Center Manager is responsible for leading the Online Education Counselor (OEC) team, ensuring exceptional counseling quality, maximizing student conversions, maintaining call quality standards, conducting regular call audits, and achieving monthly meeting and enrollment targets across multiple study abroad destinations.

• Key Responsibilities1. Team Leadership & ManagementLead, motivate, and manage the Online Education Counselor (OEC) team.
• Set daily, weekly, and monthly performance targets.
• Monitor attendance, productivity, and discipline.
• Conduct daily huddles and performance review meetings.
• Ensure adherence to company SOPs and operational policies.
• 2. Online Education Counselor ManagementSupervise student counseling activities across all inquiry channels.
• Allocate leads and monitor timely follow-ups.
• Ensure counselors provide accurate guidance on admissions, visas, scholarships, accommodation, and career opportunities.
• Improve counselor productivity and conversion rates through coaching and mentoring.
• Resolve escalated student and parent queries.
• 3. Call Audit & Quality AssuranceConduct regular call audits for all counselors.
• Evaluate calls based on:
• 
  
• Greeting and rapport building
• Need analysis
• Destination and course knowledge
• Communication skills
• Objection handling
• Counseling quality
• Closing techniques
• Follow-up commitment
• CRM documentation
• Compliance with company standards
• Maintain call audit scorecards and quality reports.
• Share constructive feedback and implement corrective action plans.
• 4. Call Quality MonitoringMaintain call quality standards of 90% or above.
• Monitor live and recorded calls.
• Identify training gaps and quality issues.
• Conduct quality calibration sessions.
• Improve customer satisfaction through continuous coaching.
• Ensure every student receives a professional and consistent counseling experience.
• 5. Study Abroad Destination ManagementEnsure counselors possess updated knowledge of:
• 
  
• United Kingdom (UK)
• Canada
• Australia
• Ireland
• Germany
• France
• Malta
• New Zealand
• Europe and other study destinations
• Coordinate destination-specific training sessions.
• Ensure counselors communicate the latest admission requirements, visa policies, scholarships, and university updates.
• 6. Meeting Line-up ManagementMonitor daily student meeting bookings.
• Ensure counselors achieve assigned meeting lineup targets.
• Coordinate appointments with Branch Counselors and Destination Experts.
• Track meeting attendance and conversion rates.
• Minimize no-shows through timely follow-ups and reminders.
• Prepare daily and weekly meeting lineup reports.
• 7. Performance ManagementTrack KPIs including:
• 
  
• Calls handled
• Follow-up compliance
• Meeting bookings
• Show-up ratio
• Admission conversions
• Revenue generated
• Call Quality Score
• Student satisfaction
• Conduct one-on-one coaching sessions.
• Prepare Performance Improvement Plans (PIPs) where required.
• 8. CRM & MIS ReportingEnsure 100% CRM accuracy.
• Monitor lead status and counselor activities.
• Generate daily, weekly, and monthly MIS reports.
• Analyze performance trends and recommend process improvements.
• 9. Training & DevelopmentTrain new Online Education Counselors.
• Conduct induction programs, mock counseling sessions, and role plays.
• Improve communication, sales, objection handling, and destination knowledge.
• Evaluate training effectiveness through call audits and conversion performance.
• 10. Cross-Functional CoordinationCoordinate with Marketing, Admissions, Visa, University Relations, and Branch Teams.
• Ensure seamless student handover throughout the admission process.
• Support campaigns, education fairs, webinars, and promotional activities.
• Key Performance Indicators (KPIs)KPITargetDaily Calls per CounselorAs per company targetLead Response TimeWithin 15 minutesFollow-up Compliance100%Meeting Line-up Achievement100% of monthly targetStudent Meeting Show-up Ratio80% or aboveAdmission Conversion RateAs per company targetCall Audit Completion100%Call Quality Score90% or aboveCRM Accuracy100%Team ProductivityMonthly target achievementStudent Satisfaction (CSAT)90% or aboveRequired SkillsLeadership and team management
• Study Abroad counseling expertise
• Call auditing and quality assurance
• Sales and conversion management
• Coaching and mentoring
• CRM and MIS reporting
• Excellent communication and presentation skills
• Destination knowledge (UK, Canada, Australia, Europe, etc.)
• Data analysis and performance management
• Customer relationship management
• Qualification & ExperienceBachelor's or Master's degree in Business, Marketing, Management, or a related field.
• 4–8 years of experience in the Study Abroad or Education industry.
• Minimum 2 years of experience managing a counseling or call center team.
• Strong understanding of international admissions, visa processes, and student recruitment.