Telecalling Manager – Admissions

Job Summary

We are looking for an experienced and target-oriented Telecalling Manager to lead and manage the telecalling team responsible for handling school admission enquiries and prospective parent leads.

The Telecalling Manager will be responsible for lead allocation, team performance, calling targets, follow-ups, call quality, parent communication, lead tracking, and admission conversions. The candidate should have strong team management, communication, counselling, and analytical skills, with the ability to motivate telecallers and achieve admission targets.

Key ResponsibilitiesTeam Management & Supervision

• Manage, supervise, and motivate the telecalling team handling school admission enquiries.
• Allocate leads to telecallers based on availability, workload, location, campaign, and lead priority.
• Set and monitor individual and team-wise daily, weekly, and monthly calling targets.
• Monitor daily calling activity, follow-ups, enquiries, school visits, applications, and admission conversions.
• Conduct regular team reviews and performance meetings.
• Identify performance gaps and take corrective actions to improve team productivity and conversion rates.
• Ensure all assigned leads are contacted and followed up within the required timeframe.

Lead Management & Conversion

• Manage leads from initial enquiry → call → follow-up → school visit → application → admission.
• Ensure timely and consistent follow-up with prospective parents.
• Identify and classify leads as Hot, Warm, and Cold based on interest and admission readiness.
• Develop appropriate follow-up strategies for different lead categories.
• Ensure no genuine admission enquiry or follow-up opportunity is missed or left unattended.
• Monitor lead status and ensure accurate updates in the admission CRM/database.
• Work towards improving the lead-to-visit and visit-to-admission conversion rate.

Telecalling & Parent Communication

• Guide telecallers on effectively communicating information about:
• School facilities
• Curriculum
• Academic programmes
• Co-curricular activities
• Fee structure
• Admission process
• School activities and events
• Ensure telecallers communicate with parents in a professional, courteous, informative, and parent-friendly manner.
• Handle important, sensitive, or escalated parent calls when required.
• Support the team in handling difficult conversations and parent objections.
• Ensure accurate information is provided to prospective parents.

Training & Team Development

• Train and mentor telecallers on:
• Communication skills
• Telephone etiquette
• Parent handling
• Admission counselling
• Objection handling
• Lead qualification
• Follow-up techniques
• Conversion strategies
• Conduct regular coaching sessions based on call performance.
• Share effective calling scripts, conversation techniques, and best practices with the team.
• Monitor individual telecaller performance and provide constructive feedback.

Call Quality Monitoring

• Monitor and evaluate call quality and telecaller performance.
• Review calls to ensure professional communication and proper handling of parent enquiries.
• Identify areas for improvement in communication, counselling, follow-up, and objection handling.
• Ensure telecallers follow approved admission communication guidelines and provide only accurate information.
• Maintain high standards of parent experience during every interaction.

CRM & Data Management

• Ensure the admission CRM/database and lead records are updated accurately and regularly.
• Track:
• New enquiries
• Calls made
• Connected calls
• Follow-ups
• Interested leads
• Hot/Warm/Cold leads
• School visits
• Applications
• Admissions
• Pending cases
• Ensure complete and accurate lead information is maintained.
• Maintain confidentiality of parent and student information.

Coordination

• Coordinate closely with the Parents Relationship Officer, Admission Counsellors, Admissions Team, Academic Coordinators, and Administration.
• Transfer qualified and interested leads to the appropriate team members for further counselling or school visits.
• Coordinate follow-ups for parents who require academic, fee, or administrative clarification.
• Support the admissions team in achieving overall admission targets.

Admission Campaign Support

• Support admission campaigns through outbound calling and lead follow-up.
• Manage calling activities for leads generated through:
• Digital marketing campaigns
• Social media
• Website enquiries
• Walk-ins
• Events
• Open Houses
• Referral campaigns
• Other lead-generation activities
• Ensure campaign leads are contacted promptly and tracked through the admission funnel.

Reporting & Performance Analysis

• Prepare daily, weekly, and monthly telecalling reports.
• Report on:
• Total leads received
• Calls assigned
• Calls made
• Connected calls
• Follow-ups completed
• Interested leads
• Hot/Warm/Cold leads
• School visits scheduled
• Applications
• Admissions converted
• Pending follow-ups
• Analyse team performance and identify opportunities to improve conversion.
• Provide management with regular updates on telecalling performance and admission pipeline.

Required Skills

• Strong team management and leadership skills.
• Excellent verbal and written communication.
• Strong telephone etiquette and parent-handling skills.
• Good understanding of lead management and conversion processes.
• Excellent follow-up and objection-handling skills.
• Ability to motivate and manage a target-driven team.
• Strong analytical and reporting skills.
• Good knowledge of CRM / Lead Management systems.
• Proficiency in MS Excel / Google Sheets.
• Ability to monitor multiple leads and team members simultaneously.
• Strong organisational and time-management skills.
• Professional, confident, patient, and result-oriented approach.

Qualifications & Experience

• Bachelor’s degree in any discipline.
• 2–5 years of experience in telecalling, telesales, admissions, customer relationship management, education counselling, or a similar field.
• Prior experience managing a telecalling or admissions team is preferred.
• Experience in schools, colleges, educational institutions, ed-tech, or education sales will be an advantage.
• Candidates with proven experience in achieving team-level calling and conversion targets are preferred.

Key Performance Indicators (KPIs)

The Telecalling Manager will be evaluated based on:

• Team calling productivity
• Lead response time
• Number of calls completed
• Follow-up completion rate
• Lead qualification rate
• School visit conversions
• Lead-to-admission conversion rate
• Team target achievement
• Call quality
• Parent satisfaction
• CRM/data accuracy
• Pending lead closure
• Overall admission contribution

Ideal Candidate

The ideal candidate should be:

• A strong team leader and motivator
• Highly organised and target-oriented
• Confident in handling parents and difficult conversations
• Skilled in telecalling and admission counselling
• Strong in follow-up and lead conversion
• Comfortable analysing team performance and reports
• Proactive in identifying and resolving performance issues
• Professional and customer-focused
• Capable of working in a fast-paced school admissions environment

Keywords

Telecalling Manager, Telecaller Manager, Telecalling Team Leader, Admissions Telecalling, School Admissions, Admission Counsellor, Education Counselling, Telecalling Executive, Lead Management, Lead Conversion, Parent Counselling, Parent Relationship Management, Telesales, Customer Relationship Management, CRM, Admission Enquiries, Outbound Calling, Team Management, Call Centre Manager, Education Sales, School Admission Counsellor.

How to Apply

Interested candidates with experience in telecalling team management, education admissions, parent communication, lead management, and conversion are encouraged to apply through Indeed with their updated resume.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person