URGENTLY HIRING: Student Engagement Team Leader

As the Student Engagement Team Leader, you will be responsible for monitoring and managing the students’ study progression. You will lead and manage our Student Support Officers Team. To be successful in this role, you should be analytical, a fast learner, and organized with a proactive attitude and strong leadership skills. This role reports directly to the Student Support Manager.

Competencies and Qualifications:

• Demonstrated ability to work effectively in a team environment.
• Excellent time management and organizational skills.
• Familiarity with Microsoft Teams for team collaboration.
• High level of maturity and the ability to communicate effectively with a diverse range of people.
• Advanced technical skills, including proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Office 365).
• Superior attention to detail and accuracy.
• Highly adept at creating, improving, and implementing processes.
• Strong critical thinking and analytical skills.
• Proactive and flexible; can effectively adapt to changing priorities.
• Proficient in problem-solving, gathering and analyzing relevant information, and making sound recommendations.
• Demonstrated ability to provide high-quality customer service, including displaying patience, persistence, and passion in motivating peers.
• Excellent English communication skills (both written and verbal).
• Strong leadership and developmental skills.
• High energy and dedication levels.
• Good people management and retention skills.
• High adaptability to change.
• Ability to handle conflict and difficult situations.
• Understanding of student life cycle communication touchpoints.
• Ability to motivate and inspire others in the team to work to the best of their ability and reach their full potential.

Responsibilities:

• Meet organizational KPIs and targets for the SSO (Student Support Officers) team.
• Provide monthly forecasts of enrollment completions.
• Manage student progression.
• Ensure and monitor the accuracy of all data.
• Conduct audits of all SSO processes to ensure compliance.
• Ensure all scheduled emails and catch-ups with students and trainers are completed within the required timeframes.
• Deliver timely and detailed reports.
• Ensure all procedures and written notices are documented and implemented.
• Audit student records, documentation, and workflows to ensure compliance and best practices.
• Facilitate succession planning within your team by fostering leadership development and identifying skill gaps.
• Implement changes and quality improvements seamlessly within the team.
• Exhibit effective communication skills with all staff and students.
• Manage and delegate tasks to ensure effectiveness and efficiency.
• Establish strong working relationships with other managers and staff.
• Conduct training after identifying skill gaps.
• Perform other tasks as assigned by the Student Support Manager.

To Be Successful in this Role, You Will Need:

• A bachelor's degree or higher qualification.
• Excellent English communication skills (both written and verbal).
• Experience working in a multinational organization is a must.
• Managing multinational staff is highly advantageous.
• Demonstrated experience in a similar role is preferred.
• Experience using aXcelerate or a similar Student Management System is an advantage.
• Experience in an Australian Registered Training Organization is preferred.
• Knowledge of ASQA and DESBT compliance is an advantage.

To apply, please include your responses to the following questions:
• How many years of experience do you have working in a BPO company handling calls?
• What's your internet speed?
• Do you have a noise-canceling headset and backup device?

IMPORTANT!!!
Please provide a link to a one-minute voice recording that highlights the skills that make you a great fit for the role.