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.
