Manager - Customer Service, Engagement & Experience

• Managing overall team operations
• Analyzing reports and working with broader Sales & Marketing team to develop right strategies to enhance pipeline conversions, productivity and quality.
• Developing right Standard Operation Procedures and best practices for Taylor's education group in moving towards driving environment via digital engagements.
• Strategic & Project planning in expanding and maximizing performance of team.
• Evaluating team competencies to design training and development plan for immediate team members and other sales staff in enhancing skills & competency in outbound engagements.
• Expanding best practices in digital engagement throughout sales organization in engaging prospective students using existing/ new channels engagement.
• Expanding best practices in digital engagement throughout sales organization in engaging prospective students using existing/ new channels engagement.

• Responsible for Taylor's Higher Education (New Local, Transfer, and Postgraduate) outbound and inbound digital engagement to all prospect students and parents, and to also assist in enrolment-related activities if needed.
• Accountable for managing department's operation in achieving team Appointment and Visitation Target and Growth by annual and cycle.
• Co-develop the digital engagement strategies with the Head and operationalize the business plans.

• To ensure that excellent customer service is always provided to all stakeholders, may it be internal or external which includes the highest standards of prompt and convenient service in all aspects of work.
• To ensure the team follows the SOP for effective and efficient communication between call-in and responders.
• Taking ownership of stakeholders' issues, feedback or grievances about both campuses. Follow problems through to resolution. Direct them to the necessary department or PIC when needed.

• Ensure that excellent customer service is always provided to new prospective students and parents through all digital engagement channels.
• Ensure timely responses to all enrolment-related requests by prospective students and parents through all digital engagement channels.
• Expand best practices in engaging prospective students and parents via all digital engagement channels.
• Manage audit & quality assurance to assess team competency and execution quality.

• Optimize the outbound and inbound digital engagement through improving pipeline conversion, process efficiency and productivity of the team.
• Assist in producing relevant report as requested by the Head.
• Manage engagement of Student Ambassadors.

• To ensure that all processes and procedures are followed by the team when attending to both walk-ins or call-ins.
• Keep ahead and apply best practices to areas of improvement.
• To build a solid relationship with the team members and foster a culture of excellent in communication with one another.
• To comply with any other request made by the superior.

• Manage and cultivate performance-driven culture within the team through recruitment and coaching of potential talents in collaboration with Sales Trainer.
• Identify key performance indicators (KPIs) to measure the success of digital engagement initiatives.
• Manage digital engagement strategies and business plans with the team and relevant stakeholders with clear roles and responsibilities.
• Monitor customer feedback and improve service quality.
• Ensure that all prospective students' information is accurately maintained and updated in Taylor's CRM system.
• Coordinate meetings, staffing requirements and staff briefings.
• Ensure clear and consistent communication within the Digital Engagement Center team.
• Implement and monitor quality assurance processes to ensure consistency and effectiveness in digital engagement interactions.

• Degree in Business Administration, Marketing, Communications, or a related discipline.

• Preferably Managers specializing in Sales - Telesales/ Telemarketing, Social Media Marketing, or equivalent.
• Candidates with education industry knowledge and 7 years working experience in customer service/ sales environment and have experience managing an outbound call centre.
• Candidates with experience in supervising/ managing a team with more than 10 personnel.

• Internet, social media and technology savvy. Preferably experience in utilizing and managing through CRM system

• Familiarity with contact center technological solutions
• Performance & result driven.
• Familiar with manpower planning & team resource management.
• Possess good spoken and written abilities in 2 or more languages (English is compulsory, Malay/ Chinese/ Tamil)

• Strong Business Acumen, Strategic and Sales Planning capabilities.
• Sales goal setting, tracking and review capabilities.
• Digital / Telesales management & processes.
• Contact Centre optimization and development.
• Contact Center technology solution implementation.
• Contact Center audit and quality assurance processes.
• Familiar with Sales Tools, Processes and Technological development and management.
• Familiar with Higher Education products customer profiling and competitor profiling.
• Knowledge on ATL, BTL and Digital Marketing.
• Proficient in English, Bahasa Malaysia and/ or Mandarin.
• Knowledge and skills in using computer software. E.g. Microsoft software applications.

• Strong Leadership (3Es)

• Envisioning - Ability to establish and align broad team towards clear goals.
• Enabling - Ability to coach and transfer knowledge to broader team.
• Energizing - Ability to motivate broader team to perform and deliver results.
• Strong AMP

• Attitude - Value driven & good work ethics.
• Motivation - Highly self-motivated in achieving results.
• Passion - Highly interested in the broader purpose of Higher Education and impact towards society.
• Sales Driven - passionate in delivering results through effective sales methodologies and culture of excellence.
• Data Driven and analytical in planning and decision making.
• Excellent presentation, communication and people management skills, inclusive counseling skills.
• Team Player. Experience in working across levels in broad and complex organizations and believes in achieving results through collaboration.
• Conflict Management - Ability to manage by identifying and handling conflicts in a sensible, fair and efficient manner.
• Project Management capabilities and able to plan, disseminate and monitor effectively to ensure success of project.
• Intrapreneurial. To assume responsibility of managing business as own; with the ability to strategize and plan for Strong ability to communicate openly, truthfully, timely and with professional courtesy to all stakeholders internally and externally.

Taylor's Education Group