Study Abroad Operations Manager

17 hours ago


Faisalabad City Tehsil, Pakistan JnS Education Full time

**Job Overview:**

We are seeking a highly skilled Study Abroad Call Centre Lead to manage a team of agents and ensure exceptional service for students exploring study abroad opportunities.

The ideal candidate will have expertise in study abroad processes and strong leadership skills to oversee daily operations and team performance.

**Key Responsibilities:**

  • Team Leadership: Supervise a team of call centre agents, ensuring they meet performance targets and provide excellent service.
  • Training & Development: Train agents on study abroad procedures, visa requirements, and university options for various countries.
  • Quality Assurance: Monitor agent calls for accuracy, professionalism, and customer satisfaction, providing feedback and coaching to enhance performance.
  • Customer Service: Handle escalated inquiries, resolve issues promptly, and ensure agents provide accurate information to students.
  • Performance Monitoring: Track KPIs, including call volume, response time, and conversion rates, and optimize team performance based on data analysis.
  • Collaboration: Work closely with internal teams (admissions, visa, etc.) to stay updated on key information for each study destination.

**Qualifications:**

  • Proven experience in a call centre leadership role, preferably in the study abroad consultancy sector.
  • In-depth knowledge of study abroad processes for various countries.
  • Strong communication and team management skills.
  • Ability to monitor and analyze team performance and implement improvement strategies.


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