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Contact Centre & Administration Team Lead

Call Center | Singapore | Full Time

Job Description

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.

POSITION PURPOSE

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

RESPONSIBILITIES 

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

Reporting

  • 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. 

Ad-hoc

  • 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

 Desirable Requirements

  • 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.