Job Title

Manipal Academy of Higher Education (MAHE)Position: Call Center HeadLocation: Manipal Academy of Higher Education (MAHE) – ManipalTeam Size: 16 CounsellorsAbout MAHE Call CenterMAHE is establishing a technologically advanced call center, equipped with AI-enabled voicebot capabilities, to engage with prospective students and counsel them regarding over 400 academic programmes offered across five campuses. The centre will play a pivotal role in guiding quality candidates, supporting admissions, and enhancing the institution’s outreach.Key ResponsibilitiesLead the setup and operationalisation of the MAHE call center, including selection and implementation of advanced technology platforms and AI-enabled voicebot systems.Recruit, train, and manage a team of 16 counsellors, ensuring they are equipped with strong communication skills, effective counselling techniques, and dynamic sales pitches tailored to MAHE’s diverse programmes.Develop standard operating procedures and best practices for student engagement, data management, and lead conversion.Monitor counsellor performance, provide ongoing coaching, and implement quality assurance measures.Collaborate with admissions and marketing teams to ensure alignment with institutional objectives.Analyse call centre metrics, prepare regular reports, and recommend improvements for increased efficiency and effectiveness.Maintain compliance with data privacy and institutional policies.Candidate ProfileMaster’s degree.10–15 years of experience in managing large call centers, preferably within the telecom or education sectors.Demonstrated experience leading teams of at least 10 members.Proven expertise in deploying and managing technology-driven call centre solutions, including AI voicebots.Excellent verbal and written communication skills with a strong orientation towards counselling and sales.Strong leadership, problem-solving, and organisational abilities.Ability to work collaboratively with cross-functional teams and stakeholders.Application ProcessInterested candidates are requested to submit their updated CV and a cover letter detailing relevant experience to or to the MAHE HR portal by 20/12/2025.