Navitas·8 days ago
The UPA Contact Centre Manager (CCM) is responsible to lead the design, implementation, and day-to-day management of the new University Partnerships Australasia (UPA) contact centre operating model, driving Domestic student recruitment across Navitas’ Australian pathway colleges and managed campuses (business units).
The role exists to translate the proven Navitas Careers & Industry (C&I) contact centre model into a fit-for-purpose UPA operating model, with as much alignment as practical operating principles, workflow logic, service standards, reporting disciplines and student experience, while also adapting for the differences in UPA business structure, systems, partner requirements and content.
Admissions Management is not in scope for this role, Instead the roles primary focus is on pre-admissions sales and contact journey including workflow design, channel strategy, team effectiveness, performance management, systems alignment, reporting transparency and continuous improvement, the CCM will lead a team of Course Advisors to ensure the timely management of enquiries in a compliant and student-focused manner. This includes strategic alignment of intake-based targets and Individual sales accountability.
• Demonstrated experience leading a contact centre, sales operations, service centre or student recruitment team.
• Experience building, scaling or improving an operational team or service function.
• Strong understanding of contact centre operations, including workflow design, contact strategy, service standards, coaching, QA and performance management.
• Experience managing team performance in a target-driven environment.
• Strong CRM discipline, including workflow adherence and data integrity (ideally with Salesforce or a comparable platform).
• Data driven decision making, with the ability to use data and reporting to manage productivity, identify performance gaps and drive improvement.
•Strong stakeholder management skills, including the ability to work across multiple business units.
Desirable
• Experience in higher education, student recruitment, admissions, sales or another regulated service environment.
• Experience supporting implementation of CRM workflows, telephony systems or reporting dashboards.
• Experience contributing to workforce planning or workload-based resourcing models.
What we can offer
Diversity Equity and Inclusion
How to Apply
Applications are assessed upon receipt. To view other opportunities, please visit navitas.com/careers.
All applicants must have full working rights within Australia to be considered. Successful candidates depending on their role may be, required to provide a Working with Children Check and undergo a Police Check.