Job Title

Job DescriptionPosition Title:Manager – Call Centre Operations (University Admissions)Organisation:NIMS University, Jaipur.Department:Admissions / Student RecruitmentReports To:Senior Director - Admissions / Director – Marketing & AdmissionsRole ObjectiveThe Manager – Call Centre Operations (University Admissions) will be responsible for driving admission conversions, business growth, and revenue generation through effective management of the admissions call centre. The role focuses on lead conversion, team performance, process optimisation, and data-driven decision-making to achieve enrolment targets for various academic programmes offered by NIMS University.Key ResponsibilitiesBusiness & Revenue GrowthDrive admission conversions through structured follow-ups on inbound and outbound leads.Achieve and exceed monthly, quarterly, and annual enrolment targets.Monitor conversion ratios and implement strategies to improve lead-to-admission performance.Coordinate with marketing and digital teams for lead quality improvement.Call Centre & Team ManagementLead, motivate, and manage a team of admission counsellors / telecallers.Set daily, weekly, and monthly performance targets for the team.Coordinate with Training team to keep regular training, coaching, and performance reviews in line to enhance productivityEnsure high levels of team engagement, discipline, and culture.Admissions Counselling & Process ExcellenceEnsure accurate and ethical counselling for all university programmes.Maintain standard operating procedures (SOPs) for admissions and calling processes.Handle escalations, complex queries, and high-value prospects when required.Ensure compliance with university policies and regulatory guidelines.Data Management & ReportingMaintain accurate and up-to-date CRM and lead management systems.Track daily calling metrics, conversion rates, and counsellor performance.Prepare MIS reports and present insights to senior management.Use data analytics to identify gaps, trends, and improvement opportunities.Stakeholder CoordinationWork closely with academic departments, finance, and marketing teams.Support admission campaigns, counselling drives, and peak admission cycles.Ensure smooth handover of admitted students to post-admission teams.Eligibility & ExperienceEducational QualificationMasters in any discipline (Preferrably from management/engineering).Work ExperienceMinimum 2 years of experience as a Team Leader in admissions or telecalling domain in university admisssion. ORMinimum 1 year of experience as a Manager in university admissions / education telecalling.Proven track record in lead conversion, admissions counselling, and team handling.Key Skills & CompetenciesStrong leadership, motivation, and team-driving skillsExcellent communication skills (verbal and written)High proficiency in data management, CRM tools, and MIS reportingResult-oriented mindset with strong business acumenAbility to work under pressure during peak admission periodsStrong interpersonal, problem-solving, and decision-making skillsKey Performance Indicators (KPIs)Lead-to-admission conversion rateRevenue generated through admissionsTeam productivity and achievement of targetsQuality of counselling and student satisfactionAccuracy and timeliness of reporting