Job Description: AVP - Inside Sales Contact Center
Company Overview
Univo Education Pvt Ltd is an online program management company. It works as a strategic partner for top tier education institutes and universities in India and the Middle East and Africa offering services like program development and delivery, market development and growth and student success and support. It is also a leader in the market of student acquisition by way of digital and offline marketing. AVENU Learning is a global higher education platform for universities seeking expansion into growth markets. AVENU’s portfolio of university partner degrees address growth market needs and are powered by a single global technology platform. The degrees are offered fully online, in the language and culture of the learner, at market- sensitive pricing and supported by in-market faculty, enrollment and advising teams. Today, AVENU Learning is delivering this opportunity to learners in three languages across twenty-five countries.
Univo Education and AVENU Learning have entered into a long-term partnership to realize their shared vision of providing affordable access to high quality, higher education degrees to multiple generations of Indian learners and professionals.
Key Responsibilities Call Center Management
● Manage the call center operations, at scale, for accelerated growth. Must deliver on high productivity through implementing and controlling processes and monitoring KPIs.
● Understand and act on contact-center statistics (speed to contact, conversion rates, costs, customer service metrics, etc.). Utilize KPI dashboards and reports to manage team / team members’ performance and utilize both qualitative and quantitative metrics to manage against performance goals.
● Provide quality assurance for educational advisors utilizing phone, WhatsApp/text message, video calling and email to conduct a consultative sales process.
● Maintain productivity (sales, service, and quality) through performance management and workforce management.
● Work with human resources (HR) to ensure the department is well resourced and that there is a consistent talent pipeline.
● Ensure the team members provide consistent and high-quality admission/enrolment support, including engagement with both the learner and his/her parents/family, as required.
● Ensure all services align with the requirements of regulators and delivery partners, including universities.
● Act as key stakeholder in ensuring proper compliance and leveraging of the technology platform. Measure and manage compliance among users and execute on quality control measures to ensure continuous flow of clean operational data.
● Contribute sales operational strategies and tactics through assessments, reviews, and cost/benefit analyses, using data to drive decision making.
● Collate qualitative and qualitative data collected by the team members to provide market feedback and insights.
● Manage and scale a great team: by recruiting, selecting, training, assigning, coaching and counseling employees, planning, monitoring, appraising, and reviewing individual roles, planning and reviewin compensation; enforcing policies and procedures.
Inside Sales:
● Implement and execute the company’s inside sales strategy in line with the overall sales and business goals.
● Responsible for top line revenue growth driven from lead conversion in the contact center, primarily via B2C phone-based, WhatsApp/text message, video calling and email sales.
● Partner effectively with marketing to optimize marketing/operations strategy to maximize sales, conversion rates and costs.
● Follow a data driven approach to run operations, including managing daily sales performance and trends, as well as improve the sales / services process and metrics.
● Convert feedback and insights from user analytics and testing to maximize customer engagement and conversions, and to design feedback loops that drive continuous innovation. Candidate Requirements
● Relevant experience at management and leadership levels in contact center and inside sales operations, CRM, and customer service, ideally in sales-based operations.
● Strong knowledge and experience of BPOs / B2C Inside Sales is preferred (e.g., insurance vertical).
● Proven track record to manage and scale a contact center with a deep understanding of consumer buying, lead management & CRM.
● Bachelor’s degree required, Master’s degree preferred (relevant experience is more important).
Attributes:
● Metric driven.
● Results oriented.
● Highly accountable to performance goals.
● Ability to change course and adapt as the business develops.
● Ability to solve problems.
● Strong leadership and organizational skills.
● Excellent communication and people skills.
● Roll-up-your-sleeves, hands-on approach to developing and managing your team, as well as workingalongside them to get things done.
● Strong focus on collaboration, people development, and team coaching. Base Salary and Incentive: TBD, commensurate with experience
Office Location: Noida
Team Size: 35+
Travel: 0%
Reporting: CRMO