Enrollment Operations Team Lead (Admissions Contact Center)

Summary

Role Purpose

The Enrollment Operations Team Lead supports the growth of GEDU by managing a high-performing admissions contact center team responsible for guiding prospective students from initial inquiry through enrollment. The role focusses on meeting enrollment targets, overseeing day to day team performance, and ensuring effective use of CRM and phone systems in a high volume admissions environment.

Key Responsibilities

• Lead, coach, and manage a team of 8–10 Admissions or Enrollment Representatives in a high-volume contact center environment.
• Drive enrollment and revenue targets in a competitive international education and EdTech market.
• Oversee day-to-day admissions operations, including lead management, outbound and inbound phone support, and follow-up activities.
• Monitor individual and team performance metrics, providing regular feedback, coaching, and performance improvement plans as needed.
• Ensure consistent and effective use of CRM systems and phone systems to track leads, interactions, and enrollment outcomes.
• Collaborate with sales leadership to forecast enrollment performance and identify opportunities for process improvements.
• Maintain high service quality standards and ensure a positive prospective student experience throughout the admissions journey.
• Support the development and implementation of operational processes, workflows, and best practices to improve efficiency and conversion rates.
• Assist with onboarding and training of new team members, ensuring alignment with admissions strategies and compliance standards.
• Analyze data and reports to identify trends, challenges, and opportunities for growth and optimization.

Essential Skills and Experience

• In-depth experience in International Education, EdTech, or the Education industry, with a strong background in admissions, enrollment, or contact center operations.
• Significant experience in a Team Lead or supervisory role managing customer service, admissions, or sales representatives.
• Proven experience managing and motivating teams in a target-driven, high-performance environment.
• Strong understanding of CRM platforms and phone systems used in contact center or admissions settings.
• Experience with pre-sales or consultative sales processes is a plus.
• Knowledge of international markets (Dubai or Europe preferred but not required).
• Bachelor’s degree in Marketing, Business, or a related field, or equivalent professional experience.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills, with the ability to engage diverse stakeholders.
• High attention to detail and commitment to service quality and operational excellence.
• Adaptable and flexible, with the ability to thrive in a fast-paced, evolving environment.
• Strong organizational skills and business acumen.

Why Join GEDU?

Join us on an exciting journey where you’ll play a critical role in shaping the future of global education. At GEDU, you’ll work with passionate professionals, drive meaningful impact, and grow your career in a dynamic and mission-driven organization.

Job Description

Role Purpose

The Enrollment Operations Team Lead supports the growth of GEDU by managing a high-performing admissions contact center team responsible for guiding prospective students from initial inquiry through enrollment. The role focusses on meeting enrollment targets, overseeing day to day team performance, and ensuring effective use of CRM and phone systems in a high volume admissions environment.

Key Responsibilities

• Lead, coach, and manage a team of 8–10 Admissions or Enrollment Representatives in a high-volume contact center environment.
• Drive enrollment and revenue targets in a competitive international education and EdTech market.
• Oversee day-to-day admissions operations, including lead management, outbound and inbound phone support, and follow-up activities.
• Monitor individual and team performance metrics, providing regular feedback, coaching, and performance improvement plans as needed.
• Ensure consistent and effective use of CRM systems and phone systems to track leads, interactions, and enrollment outcomes.
• Collaborate with sales leadership to forecast enrollment performance and identify opportunities for process improvements.
• Maintain high service quality standards and ensure a positive prospective student experience throughout the admissions journey.
• Support the development and implementation of operational processes, workflows, and best practices to improve efficiency and conversion rates.
• Assist with onboarding and training of new team members, ensuring alignment with admissions strategies and compliance standards.
• Analyze data and reports to identify trends, challenges, and opportunities for growth and optimization.

Essential Skills and Experience

• In-depth experience in International Education, EdTech, or the Education industry, with a strong background in admissions, enrollment, or contact center operations.
• Significant experience in a Team Lead or supervisory role managing customer service, admissions, or sales representatives.
• Proven experience managing and motivating teams in a target-driven, high-performance environment.
• Strong understanding of CRM platforms and phone systems used in contact center or admissions settings.
• Experience with pre-sales or consultative sales processes is a plus.
• Knowledge of international markets (Dubai or Europe preferred but not required).
• Bachelor’s degree in Marketing, Business, or a related field, or equivalent professional experience.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills, with the ability to engage diverse stakeholders.
• High attention to detail and commitment to service quality and operational excellence.
• Adaptable and flexible, with the ability to thrive in a fast-paced, evolving environment.
• Strong organizational skills and business acumen.

Why Join GEDU?

Join us on an exciting journey where you’ll play a critical role in shaping the future of global education. At GEDU, you’ll work with passionate professionals, drive meaningful impact, and grow your career in a dynamic and mission-driven organization.