Job Description

JOB PURPOSE
The Assistant Manager, Digital Engagement Center is responsible for managing the team to drive Appointments and adhere to or increase the conversion rates of engagement for Taylor's Higher Education. He/she is accountable for achieving the team sales target by delivering quality solutions to prospective students and parents via all relevant channels, digital or face-to-face.
KEY RESULT AREAS / RESPONSIBILITIES
1. Grow Enrolment

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

2. Wow Student Experience

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

3. Cost Leadership

• Optimize the outbound and inbound digital engagement by improving pipeline conversion, process efficiency, and the productivity of the team.
• Assist in the preparation of the meeting deck, or any business performance updates, relevant reports as and when requested/assigned by the Head.
• Manage the engagement of Student Ambassadors.

4. High-Performance Organization

• Building and managing a high-performance team in driving Appointments & Visitations by engaging prospects, understanding their needs, and delivering quality solutions to our clients' higher education needs, via various channels (Phone, WhatsApp, social media, Live Chat, Email, Sleekflow) using integrated 21st Century CRM technology.
• Manage and cultivate a performance-driven culture within the team through recruitment and coaching of potential talents in collaboration with Sales Trainer.
• Manage digital engagement roles and responsibilities with the team, and be able to come up with strategies and business plans, apply best practices to areas of improvement
• Identify key performance indicators (KPIs) to measure the success of digital engagement initiatives
• 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/Head.
• Implement and monitor quality assurance processes to ensure consistency and effectiveness in digital engagement interactions.

JOB SPECIFICATIONS
MINIMUM QUALIFICATION
Degree in any field.
RELATED EXPERIENCE

• At least 4 years of working experience, preferably in an educational institution.
• 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.
• Proficient in English, Bahasa Malaysia, and Mandarin (spoken and written) to effectively communicate with a diverse range of stakeholders and clients.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Leadership skills.
• Planning, organizing, and coordination skills.
• Creative thinking and problem-solving skills.
• Effective stakeholder management.
• Good written and oral language proficiency.
• Good data analytical skills.
• Computer savvy
• Familiar with Sales Tools, Internal Processes, TU &TC Entry Requirement (Malaysian Students), and Technological development and management.
• Proficient in English, Bahasa Malaysia, and/ or Mandarin.
• Knowledge and skills in using computer software. E.g. Microsoft software applications.
• Sales goal setting, tracking, and review capabilities.
• Digital/ Tele sales management and processes.
• Contact Centre optimization and development
• Basic knowledge of programme structure and study plan.
• Basic knowledge of CMS

COMPETENCIES (BEHAVIOURAL)
Strong AMP
a. Attitude - Value driven & good work ethics.
b. Motivation - Highly self-motivated in achieving results.
c. Passion - Highly interested in the broader purpose of Higher Education and impact towards society

• Pro-active and result-oriented with a drive to succeed and achieve goals.
• Attention to detail and resourceful
• Dedicated and trustworthy.
• Diligent and self-motivated.
• Strong sense of responsibility
• Sales Driven - passionate in delivering results through effective sales methodologies.
• 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.
• Willing to work beyond normal working hours and during weekends.
• Possess own transportation.

Skills Required