Join Our Team at IIE Rosebank College
The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 28,000 students nationwide.
As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.
Join us on our journey of shaping futures!

Job Purpose:
The Sales Manager (Call Center) is accountable for driving student recruitment and enrolment for the College by developing and maintaining a database and managing the performance of the call center staff to achieve set sales targets. This role is required to manage and control the budget and expenses of the call center. This role ensures that prospective students and/or their guardians receive excellent customer service from the call center.

Duties & Responsibilities:
Call Centre Operations Management
• Compile and implement the call center plan including annual sales targets and performance indicators
• Implement and monitor adherence to call center policies and procedures
• Identify challenges experienced in the call center, provide feedback and develop approaches to mitigate challenges
• Train and coach team leaders
Sales Target Management
• Analyse database of sales leads
• Set targets for teams based on lead database
• Oversee the conversion of sales leads into applications and subsequent enrollments so as to meet targets and grow student numbers
• Review and monitor the achievement of call rates and conversion targets
• Report on consultations and applications closed

Quality Assurance of Call Centre
• Set and monitor quality and performance standards
• Monitor the call center ratings of calls to assess leads and potential conversions
• Monitor the rating of call center agent call quality
• Oversee that all data is being corrected and updated across student profiles including requesting necessary supporting documents

Student Recruitment
• Ensure that prospective students and their guardians have the requisite information about Rosebank College’s educational offerings and the entrance requirements for their respective courses/qualifications of interest
• Ensure that prospective students are guided and assisted through the online application
• Oversee the subsequent enrollment process
Data Analytics, Management and Administration
• Take custody of the Sales Database for the call center
• Analyse call center application and registration data to troubleshoot and identify student needs
• Analyse sales data and statistics, providing weekly and monthly dashboards to report on progress and identify areas requiring attention

Customer Service Management
• Implement call center software to monitor customer service levels
• Monitor customer service ratings and levels and implement corrective actions as required
• Report on customer service ratings
• Implement proactive measures to improve the customer experience

Budget and Expense Management
• Manage and control departmental expenses ensuring budget is not exceeded
• Calculate and action commission claims
People Management
• Conduct performance reviews in accordance with policies and procedures and take corrective actions where necessary
• Complete Performance Management contracts and documentation
• Lead the department by managing appointments, promotions, and industrial relations issues conjunction with the Human Resources Support Service Unit
• Conduct disciplinary actions as per the company’s policy and procedure where necessary

Minimum Requirements:

Qualifications
Minimum
• NQF Level 7 Qualification in Sales/Marketing/Communication/Public Relations/Business

Advantageous
• NQF Level 5 in Call Center Management


Experience
Minimum

• 5 Years Experience in a Sales environment
• 3 Years Call Center management experience

Advantageous

• 2 Years Experience in the Education sector

Rosebank College is an equal opportunities employer; however, EE and South African candidates will be preferred.