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Academic Planning Director

1 month ago

Vancouver, British Columbia, Canada Innivec Full time
Job Title: Academic Planning Director

The Academic Planning Director will oversee all sales operations within the contact centre, focusing on successful student recruitment, high-quality service, and effective inquiry management. 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.
  • Admissions & Enrollment Management: Support the admissions team in effectively engaging prospective students by offering personalized program information and assistance throughout the application process. Focus on enhancing lead-to-enrollment conversion rates through targeted recruitment strategies.
  • Demographic Insights & Strategy Recommendations: Analyze student demographics, trends, and behaviors to shape recruitment strategies. Suggest customized outreach methods for various demographic groups to ensure the college's offerings appeal to prospective students.
  • 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.
  • 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.
  • 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.

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 centre 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.