Contact Centre & Administration Team Lead
Call Center | Singapore | Full Time
IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia. IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.
We are setting out to be the world's leading platform and connected international student community through building tons of new products to put our customers at the heart of everything we do.
For over 50 years our global network of 93 offices has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities. For more than 5,000 employees in more than 50 countries, IDP Education is a specialist employer of choice in major cities across the globe.
If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture then come and join us as we undergo our digital revolution.
As Contact Centre & Administrative Team Lead, you will play a key role in assisting the key businesses in student placement, marketing, finance, people experience, regional and general administration of the office.
You will be responsible for managing the call center operations for IDP Singapore. The person would have the responsibility to manage outbound calls & grow IDP’s lead generation & student pipeline.
The aim is to achieve excellency in the office’s administration and operations. You will supervise one Senior Customer Service Officer and 2 Contact Centre agents to ensure customer service is of optimal efficiency. This job offers excellent opportunities to acquire skills in all facets of organisational administration in a vibrant environment.
This support will be provided to both Regional and Singapore offices.
Contact Centre Operations
Align to web lead generation & qualification targets.
Ensure quick follow up by the team to all prospective leads generated through different sources – website, e-mail, whatsapp, campaign, inhouse activities, school outreach, Hotcourses, Live chat, etc.
Follow up on both outbound and inbound (if applicable) leads generated through different sources.
Assist call centre agent in calling as and when required to ensure operational targets are achieved.
Report and resolve all call centre system issues to Regional call centre manager and local Marketing Manager as and when issue observed and affects the tele calling set up
Generate daily contact centre reports and track progress vs. targets
Monitor and report number KPIs on call qualification and conversion
Identify operational issues from reports and take appropriate intervention
Ensure high levels of accuracy in data reporting
Any other reports as required by Marketing Manager or Country Manager for business efficiency
Manage IDP’s student touch points at branch level
Ensure e-mails are sent to all students where a contact has not been made
SMS & E-mailers functionalities are well utilised to drive further lead generation.
All inbound queries are handled well
Service Quality Control for Customer Service & Contact Centre
Ensure the team practices good telephone etiquette - Effective communication skills, speaking calmly and friendly, ability to multi-task while speaking to the enquirer
Support Marketing Manager by identifying and suggesting training needs for the team in terms of telephone etiquette and customer service skills
Ensure the team has full knowledge of the different services (SP, IELTS, Recruitment) to operate effectively and efficiently.
Responsible for updating the team on any changes in respective department operations from the rest of the Country Leadership Team members
Ability to provide constructive feedback to the team for improvements in an encouraging and supporting manner.
Office Facilities, Operations and Administration
Oversee general administration support to the Regional and Singapore office together with Senior Customer Service Officer.
Collaborate with the Country Manager to provide effective and efficient administrative support
Review and manage all office and service/equipment contract/agreements under charge. Ensure Contractors meet Service Level Agreements.
Ensure facilities are in good condition and take corrective actions if required. Report any hazards to management immediately
Implement preventive maintenance program to ensure company facilities are well-cared for and adequate to support the company’s business operations
Ensure office safety is in compliance with regulations set by the building management
Respond to maintenance issues immediately upon notification
Conduct training, drills and exercises in fire safety and ensure that fire safety requirements set by SCDF are fulfilled
Coordinate office activities, functions and operations to secure efficiency and compliance to company policies
Lead special projects eg. Office Move. Experience in establishing project scopes, goals, timelines, resources, and deliverables that support business goals and tracking projects progress
Inventory management for office supplies
Handle travel documentation for overseas visitors
Manage regional agendas/travel arrangements/appointments etc. for the upper management
IT Service Provider Coordination
Responsible for project management of IT Setup and succeeding implementation region/country specific systems
Responsible for network administration
Provide 1st level of troubleshoot assistance
Work with IDP Service Desk and Vendor to provide trouble-free IT support at site
Ensure all equipment are in good working condition at site. Eg. Support of PCs, handheld systems, printers, telephone systems, access systems
IT, network and infrastructure system for local teams
Installation, support and maintenance of applications
Ensure procurements and reconciliation follows procedures and timelines
Finance, Procurement & HR
Manage day-to-day petty cash collection, cash receipts and reports with the Finance Manager
Review of concur expense claims
Coordinating with the Procurement Manager to procure necessary good and services required for office and staff operations.
Head the staff engagement and wellness activities together with the HR team
Support with HR and benefits administration work – filing, hotel vendor management, external activities
Work closely with internal and external stakeholders to develop and implement workplace safety and health management policies, operations processes and best practices to achieve high performance and service levels
Reception & Customer Support
Lead and supervise the team in daily activities of customer service and operations.
Ensure customer enquiries / needs are reviewed such that the Company can meet the requirements.
Ensure appropriate resolution of customer complaints that all actions are implemented and verified for effectiveness by working together with the business unit heads
Resolving daily operational problems encountered by subordinates.
Identify and initiate actions to prevent functional process and quality; provide solutions to functional problems encountered by subordinates.
Any other assignments tasked by the Country Manager
Support lead follow up for Singapore offices during IDP expo events. This includes creating awareness of the event & convincing students to visit IDP office for a face to face counselling and to drive attendance at events
Send e-mailers/SMS to remind students to attend the event
Confidentiality: All documents and information obtained during their employment with IDP Pty Ltd shall be kept confidential, both during and after employment with IDP Pty Ltd. Please refer to the Terms and Conditions of Employment for detailed information on this clause.
WHAT WE'RE LOOKING FOR
Diploma in Business Management/Administration, Hospitality, Computer Science or related filed
Has technical knowledge
Technical IS Education
Experience in Microsoft products and desktop support
Work experience in PC, laptop and handheld systems
Experience in Microsoft Office, MS Outlook over MS Exchange
Excellent leadership skills
Good understanding of workplace management skills
Able to work either alone or part of a team
Well experience in analysing issues, identifying problems and developing recommended solutions
Has strong communication and interpersonal skills with ability to interact with different level of stakeholders
Able to work in a fast-changing business environment and handle multiple projects
Has excellent organisation and project coordination skills
Experience in working in dynamic global environment
Experience in the education or travel industries
WORKING AT IDP
IDP Education’s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business.
We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.
We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.