Job Description

1. Task Delegation and Deadline Management
Effectively distribute work assignments among Admission Counselors / FDEs while
establishing clear, achievable deadlines. Ensure optimal workload distribution to maximize
team productivity and maintain accountability through systematic task tracking and follow-up
mechanisms.
2. Quality Assurance and Information Accuracy
Supervise and maintain high standards of customer interaction by ensuring FDEs / ACs
conduct professional, informative calls. Verify that all parent inquiries receive accurate,
comprehensive responses while maintaining service excellence and brand reputation.
3. Performance Analytics and Conversion Optimization
Conduct detailed analysis of inquiry volumes, track conversion rates from leads to
enrollments, and implement data-driven strategies for continuous improvement. Utilize
metrics to identify trends, bottlenecks, and opportunities for enhanced performance
outcomes.
4. Operational Oversight and Daily Management
Maintain comprehensive supervision of daily operations, ensuring smooth workflow
execution, resource allocation, and adherence to established processes. Address immediate
operational challenges and maintain consistent service delivery standards.
5. Strategic Goal Setting and Team Direction
Establish clear, measurable team objectives aligned with organizational targets. Develop
short-term and long-term goals that motivate team members while contributing to overall
business success and growth initiatives.
6. Report Generation and Data Management
Compile comprehensive performance reports detailing team metrics, conversion statistics,
call quality assessments, and operational insights. Present actionable data to senior
management for informed decision-making and strategic planning purposes.
7. Training Needs Assessment and Development Coordination
Identify skill gaps and training requirements among FDEs / ACs through performance
evaluation and observation. Organize and facilitate appropriate training programs,
workshops, and development sessions to enhance team capabilities and professional
growth.
8. Strategic Parent Follow-up and Relationship Management
Conduct targeted follow-up communications with prospective parents when additional
engagement is required. Manage complex inquiries, address concerns, and nurture
relationships to maximize conversion potential and customer satisfaction.
9. Priority Inquiry Management and Escalation
Recognize and categorize high-priority inquiries (hot leads) requiring immediate attention or
specialized handling. Implement efficient escalation procedures to ensure critical
opportunities receive appropriate resources and timely responses.
10. Team Performance Monitoring and Evaluation
Continuously assess individual and collective team performance through regular monitoring,
feedback sessions, and performance reviews. Implement corrective measures, recognize
achievements, and maintain consistent performance standards across all team members.
11. Cross-Departmental Coordination
Coordinate with the other departments such as IT, HR, School inter department such as
school accounts team, Admin team etc. to ensure accurate information is relayed to parents
and inquiries are addressed holistically.
12. CRM/Technology Utilization Oversight
Ensure that all team members are effectively using the schools CRM or admissions
platform. Review entries for accuracy and timeliness, and provide training or troubleshooting
when needed.