BPO Manager

Program Guide Manager

Job Description

Key Responsibilities:

Lead, mentor, and manage a team of 30 members.
Set clear performance goals and objectives for team members.
Conduct regular team meetings to review progress and address issues.
Foster a collaborative and motivating work environment.
Oversee the process of converting leads into inquiries.
Develop and implement strategies to improve lead conversion rates.
Analyze lead conversion metrics and identify areas for improvement.
Collaborate with the marketing team to ensure a steady flow of quality leads.
Design and implement OJT programs for new hires and existing team members.
Ensure all team members are adequately trained in lead handling and conversion techniques.
Regularly update training materials and methods to reflect industry best practices.

Monitor individual and team performance using key performance indicators (KPIs).
Provide regular feedback and coaching to team members.
Conduct performance appraisals and develop improvement plans for underperforming staff.
Develop and enforce protocols to minimize the impact of spam calls on the team's productivity.
Train team members on identifying and handling spam calls effectively.
Analyze call data to identify patterns and implement measures to reduce spam call frequency.
Prepare and present regular reports on team performance, lead conversion rates, and other relevant metrics.
Use data analysis to inform decision-making and strategic planning.
Provide insights and recommendations to senior management.
Ensure the CRM system is used effectively by all team members.
Maintain accurate records of lead interactions and follow-ups.
Analyze CRM data to track lead conversion progress and identify trends.
Continuously assess and improve lead conversion processes.
Implement best practices and innovative solutions to enhance team efficiency.
Stay updated with industry trends and incorporate relevant changes into team practices.

Qualifications:

- Proven experience as a Program Manager or similar managerial role in the education industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced, target-driven environment.