Team Leader – Admissions Contact Center CRM Cell - Registrar Office

FULL-TIME | | 4 - 6 YEARS

Posted On: Sept. 25, 2025

Full Job Description:

About Uttaranchal University

Uttaranchal University, Dehradun, stands as a premier institution recognized by the University Grants Commission (UGC) under sections 2(f) and 12(B) of the UGC Act, 1956. Promoted by the Sushila Devi Centre for Professional Studies & Research, the University has earned recognition from several statutory bodies across India.

With its prestigious “A+ Grade” NAAC accreditation—the first university in Uttarakhand to achieve this distinction in the very first cycle—Uttaranchal University has set a benchmark for academic excellence. Guided by its motto “For the Excellence within U”, the University fosters innovation, inclusivity, and student-centric education while building a legacy of research, knowledge, and industry collaboration.

 

Job Summary

The Team Leader for the Admissions Contact Center will play a pivotal role in overseeing and managing the operations of the admissions call center. The role requires strong leadership, performance management, and strategic planning to ensure smooth handling of student inquiries, lead management, and admissions conversions. As the bridge between prospective students and the University, the Team Leader will focus on delivering exceptional customer service, optimizing call center processes, and leading a high-performing team to meet admissions goals.

 

 

Key Responsibilities

Leadership & Team Management

  • Lead, supervise, and mentor a team of contact center executives handling student admission queries.

  • Organize regular team meetings to review performance, share updates, and resolve operational challenges.

  • Provide training, coaching, and development opportunities to enhance team efficiency and service quality.

Admissions Process Management

  • Oversee the complete lead handling process including inquiry management, follow-ups, conversions, and application support.

  • Ensure effective utilization of CRM systems such as ExtraaEdge for managing student interactions and data.

  • Implement best practices to improve lead-to-admission conversion ratios.

Operational Excellence

  • Monitor day-to-day call center operations ensuring service levels, call quality, and efficiency are maintained.

  • Develop and implement strategies for improving process flow and reducing turnaround time.

  • Ensure compliance with institutional policies, regulatory guidelines, and ethical standards.


Collaboration & Coordination

  • Work closely with marketing teams to align call center activities with ongoing campaigns and promotional drives.

  • Coordinate with academic departments, counseling teams, and other stakeholders to provide seamless admission support.

  • Support on-campus events, counseling sessions, and outreach activities to enhance student engagement.

Data Analysis & Reporting

  • Analyze admissions and call center metrics including inquiry volume, response rates, conversion percentages, and team productivity.

  • Prepare and present periodic performance reports to senior management with insights and recommendations.

  • Use data-driven strategies to forecast trends, identify challenges, and suggest improvements.

Customer Experience & Conflict Resolution

  • Ensure high standards of communication and customer service for prospective students and parents.

  • Address escalated issues promptly and ensure timely resolutions.

  • Foster a student-centric environment that emphasizes empathy, guidance, and trust-building.

 

 

Qualifications & Experience

  • Master’s degree in Management, Education, or a related discipline.

  • Minimum 4 years of proven experience in call center management, preferably in the education/admissions sector.

  • Demonstrated leadership and people management skills with experience in leading mid-sized teams (20–30 members).

  • Strong knowledge of admissions policies, processes, and compliance requirements.

  • Proficiency in CRM tools (ExtraaEdge) and call center technologies.

  • Excellent communication (English & Hindi), interpersonal, and organizational skills.

  • Ability to work under pressure, meet deadlines, and achieve admissions targets.

Skills & Attributes

  • Leadership & Mentorship: Ability to inspire and guide teams toward achieving collective goals.

  • Analytical Thinking: Strong data interpretation and problem-solving skills.

  • Customer-Centric Approach: Empathy and commitment to student support.

  • Adaptability: Flexibility to adapt to evolving processes and market dynamics.

  • Result Orientation: Target-driven with a focus on outcomes and performance metrics.

 

 

Why Join Uttaranchal University?

  • Work at one of India’s fastest-growing universities with NAAC A+ accreditation.

  • Be part of a dynamic environment that values innovation, inclusivity, and excellence.

  • Opportunity to lead a high-impact admissions team and contribute to shaping students’ futures.

  • Competitive compensation and professional growth opportunities.

 

Apply Now