Contact Centre Team Leader - Admissions

About the role

HyperionDev is an edtech provider of accelerated tech education and coding bootcamps, working with universities such as Imperial College London and the London School of Economics. As Contact Centre Team Leader, you will drive and maintain revenue growth in the admissions team by coordinating the team, internal processes and engagement strategies, while spending 25% to 50% of your time on direct sales calls and second voicing, especially with leads in the intro and discovery stages. The role is full time, hybrid in Cape Town, and includes shift-hour requirements when needed.

Key responsibilities

• Manage team captains and senior admissions consultants, covering performance, people and operations
• Take part in sales calls and give second-voice support to close deals and guide conversations
• Focus calling on intro and discovery calls to drive early conversion
• Manage the performance, people and operations of the US university partner
• Create and manage shift schedules and coordinate the team to hit KPIs, revenue targets and SLAs (calls, emails, chats)
• Train new admissions staff, run first-time and refresher training, and conduct quality assurance via call and email reviews
• Host webinars and open days, and help launch new university partners with a communication and training plan
• Keep reporting to the Director of Revenue and Head of Marketing up to date, and track weekly and monthly KPIs
• Manage the rules of engagement policy, ensure compliance (invoicing, discounts, brand guidelines), and contribute to process improvements

Required profile

• Based in Cape Town; hybrid work with possible weekly office presence
• At least 1 year of experience selling online products, e-commerce or education products to consumers
• At least 2 years of full-time B2C sales management, including leading a team, meeting revenue targets and managing pipelines and CRM reporting
• 2+ years of experience in complex sales cycles with multiple touchpoints
• Preferred: 2+ years of B2C sales management, preferably in education or EdTech, exposure to the US market, knowledge of Java or Python, a related degree, and 1+ year of digital marketing and lead generation experience

Required skills

• Sales CRM systems and spreadsheets
• Excellent verbal and written communication
• Problem-solving attitude and interest in the future of education and online learning

What we offer

• Flexible and remote-friendly work, with a possible weekly office presence in Cape Town
• Part-time enrolment in the company's Coding Bootcamps