UPA Contact Centre Manager

Company Description

Navitas is a leading global education provider that has helped generations of learners transform their lives through education. Working in our University Partnerships Australasia division you’ll be part of a team supporting Navitas’ portfolio of colleges, campuses, and offices. Employing 5,000 staff, we create life-changing opportunities for students to learn by delivering an extensive range of educational services to over 60,000 aspirational students across our global network each year.

So working at Navitas means you’ll become part of a dedicated community that extends beyond the classroom, encompassing a wide range of professions.

Our global footprint offers you the chance to connect with people from around the world.

Job Description

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.

Qualifications

• 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.

Additional Information

What we can offer 

• We offer careers across our global operations.
• We recognise and reward.
• We understand the importance of showing appreciation.
• We care for you. We offer a range of employee benefits, support to help you be your best, and flexibility, to help us all thrive.
• Navitas is where work has meaning. Our impact is far-reaching – we create lasting legacies for students and communities.
• Access to LinkedIn Learning for your development.

Diversity Equity and Inclusion 

• At Navitas we promote and embrace an inclusive and diverse workforce. We believe equality, flexibility, and diversity deliver a rich collaborative environment. We strive to ensure that all our staff – no matter where they are from or who they are – feel safe, supported, and given opportunities to thrive.
• We encourage applications from candidates with disabilities, of all ages and genders, First Nations and Indigenous peoples, and people of diverse community groups. 

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.