Director - Contact Centre

6 days ago

Vancouver, Canada Innivec Full time

The Director of the Contact Centre will oversee all sales operations within the contact centre, focusing on successful student recruitment, high-quality service, and effective inquiry management. Leading a team of over 50 employees, including Admissions Managers and Senior Managers, the Director will ensure efficient pipeline management, drive enrollment targets, and use data insights, including student demographics, to guide decision-making and recommend strategies. This role encompasses the entire process from lead generation to student enrollment, emphasizing a caring approach throughout.

**Key Responsibilities**:

- **Strategic Planning & Execution**: Develop and implement the contact centre’s strategy in line with the college’s recruitment, admissions, and enrollment goals, ensuring that access to education is available for a diverse and expanding student population.
- **Operational Oversight**: Oversee the daily operations of the contact centre, ensuring that processes function smoothly and that staff are optimally allocated to achieve targets for inquiry response times, lead conversion, and student satisfaction.
- **Team Leadership & Growth**: Build and lead a team of over 50 professionals, including Admissions Managers, Senior Managers, and support staff. Cultivate a culture of accountability, collaboration, and excellence, prioritizing continuous professional development and optimizing team performance while emphasizing student care. Build team utilization strategies and ensure positive outcomes.
- **Data-Driven Reporting & Decision Making**: Generate detailed reports on admissions performance, lead generation, student demographics, and conversion rates. Leverage CRM systems and analytics tools to monitor performance, identify trends, and inform decision-making. Present data-driven insights to senior leadership and recommend strategies to enhance student engagement and recruitment processes.
- **Budget Oversight**: Oversee the contact centre’s budget, ensuring that resources are allocated efficiently to achieve recruitment goals while maintaining quality and enhancing the student experience. Monitor expenses, identify opportunities for savings, and optimize resource utilization.
- **Compliance & Quality Assurance**: Ensure that all contact centre activities adhere to college policies, industry standards, and regulatory requirements. Establish quality assurance practices to consistently enhance service levels and maintain student satisfaction.
- **Cross-Functional Collaboration**: Work closely with Marketing, IT, and Academic departments to align recruitment and enrollment strategies. Foster seamless coordination among departments to support a positive student experience from inquiry to enrollment.
- **Technology & Systems Integration**: Spearhead the implementation of innovative CRM systems, analytics platforms, and communication tools. Ensure the contact centre stays competitive by utilizing advanced technology to enhance operational efficiency and boost student engagement.

**Qualifications**:

- Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s or MBA preferred).
- 7+ years of leadership experience in a contact center environment, especially in education or admissions.
- Strong analytical skills, with experience in demographic analysis and using data to inform strategies.
- Proven expertise in managing large teams and enhancing performance through data-driven strategies while fostering collaboration.
- Advanced proficiency in CRM systems, data analytics, and reporting tools.
- Knowledge of college admissions processes and regulatory requirements.

Pay: $85,000.00-$110,000.00 per year

Application question(s):

- Do you have leadership experience in a contact centre environment, especially in education or admissions?

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- CRM software: 5 years (required)

Work Location: Hybrid remote in Vancouver, BC

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