Contact Centre Team Leader

HyperionDev

2d • Remote

About The Position

HyperionDev is a provider of accelerated technology education and coding bootcamps, partnering with universities and government bodies to help learners build technology careers. The Contact Centre Team Leader will drive and maintain revenue growth in the admissions team by coordinating people, internal processes, and engagement strategies while remaining actively involved in sales. The role includes spending 25% to 50% of the time on direct sales calls and second-voice support, particularly for leads in the intro and discovery stages. The team leader will work with the Director of Revenue on admissions strategy and processes, team metrics, and the scaling of the business, and will be accountable for team performance and development. This is a full-time position. The organisation is remote-friendly, though Cape Town-based employees may need to attend the office once a week. The role may require working US hours alongside the team.

Requirements

• At least 2 years of exposure to the tech industry.
• At least 2 years of professional, full-time B2C sales management experience.
• At least 2 years of professional, full-time sales or account management experience leading a team.
• At least 2 years of experience working through complex sales cycles involving multiple touchpoints and decision-makers.
• At least 2 years of meeting revenue targets and performance quotas.
• At least 2 years of administering and managing an accurate pipeline and reporting from a CRM.
• Ability to record productivity and generate reports from sales CRM systems and spreadsheets, and to collate market data.
• Fast learner with meticulous attention to detail and near-perfect verbal and written communication skills.
• Problem-solving and positive attitude, with an interest in the future of education and online learning.
• Passion for and excellent understanding of emerging technologies and real-world programming use cases.
• Excellent communication skills and a track record of leading a team to meet and exceed targets.

Nice To Haves

• At least 2 years of professional, full-time B2C sales management experience, preferably in education or EdTech.
• Exposure to the US market, particularly student recruitment in the United States region.
• Understanding of or knowledge about programming languages such as Java and Python.
• Related Marketing, Commerce, or Tech Bachelor's or Honours Degree.
• At least 1 year of experience in digital marketing and lead generation.

Responsibilities

• Directly manage team captains responsible for senior and admissions consultants, including performance, people, and operations management.
• Spend 25% to 50% of working time on active sales calls and second-voice support to help admissions consultants guide conversations and close deals.
• Focus direct calling efforts on leads in the intro and discovery stages to improve early-funnel conversion.
• Balance team coordination and internal process management with individual sales contributions as a working leader.
• Work US hours alongside the team as needed.
• Manage performance, people, and operations for US university partners.
• Implement best practices for engaging leads and advising them on course choice and enrollment.
• Create and manage shift schedules to serve target-market regions.
• Coordinate the team to achieve KPIs and exceed monthly revenue targets.
• Ensure team activity targets and service-level agreements are met across calls, emails, chats, and inbound activity.
• Maintain long-term relationships with company and finance partners.
• Train junior or new admissions staff as needed.
• Ensure admissions administration is completed effectively.
• Work with other teams to identify opportunities to optimise enrollments or scale revenue, and contribute to process improvements.
• Monitor competitors in the e-learning space and identify new business opportunities in the market.
• Schedule and host webinars frequently, and coordinate and host open days where applicable to the region.
• Support launches of new university partners by implementing communication and training strategies for the admissions team.
• Conduct quality assurance through call and email reviews and provide regular feedback to admissions consultants.
• Deliver initial and refresher training on product knowledge, systems, sales skills, company policies, and operations.
• Perform admissions consultant duties when required, including conducting calls and responding to emails.
• Provide accurate and consistent reporting to the Director of Revenue or Head of Marketing on sales revenue, sales activity, university performance, lead volume, and lead quality.
• Keep weekly and monthly KPI tracking up to date and accurate.
• Create, update, and manage the admissions team's rules of engagement policy.
• Ensure team compliance, including correct invoicing, appropriate discounts, and adherence to university partner brand guidelines.

Benefits

• Flexible and remote working options; Cape Town-based employees may be required to attend the office once a week.
• Opportunity to enrol part-time in HyperionDev coding bootcamps.
• Opportunity to work with people and organisations across Africa, Europe, and the US, including leaders in edtech, developer education, and developer assessments.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed