1.Task Delegation and Deadline Management

Effectively distribute work assignments among Admission Counselors / FDE’s while

establishing clear, achievable deadlines. Ensure optimal workload distribution to maximize

team productivity and maintain accountability through systematic task tracking and follow-up

mechanisms.

2. Quality Assurance and Information Accuracy

Supervise and maintain high standards of customer interaction by ensuring FDEs / AC’s

conduct professional, informative calls. Verify that all parent inquiries receive accurate,

comprehensive responses while maintaining service excellence and brand reputation.

3. Performance Analytics and Conversion Optimization

Conduct detailed analysis of inquiry volumes, track conversion rates from leads to

enrollments, and implement data-driven strategies for continuous improvement. Utilize

metrics to identify trends, bottlenecks, and opportunities for enhanced performance

outcomes.

4. Operational Oversight and Daily Management

Maintain comprehensive supervision of daily operations, ensuring smooth workflow

execution, resource allocation, and adherence to established processes. Address immediate

operational challenges and maintain consistent service delivery standards.

5. Strategic Goal Setting and Team Direction

Establish clear, measurable team objectives aligned with organizational targets. Develop

short-term and long-term goals that motivate team members while contributing to overall

business success and growth initiatives.

6. Report Generation and Data Management

Compile comprehensive performance reports detailing team metrics, conversion statistics,

call quality assessments, and operational insights. Present actionable data to senior

management for informed decision-making and strategic planning purposes.

7. Training Needs Assessment and Development Coordination

Identify skill gaps and training requirements among FDEs / AC’s through performance

evaluation and observation. Organize and facilitate appropriate training programs,

workshops, and development sessions to enhance team capabilities and professional

growth.

8. Strategic Parent Follow-up and Relationship Management

Conduct targeted follow-up communications with prospective parents when additional

engagement is required. Manage complex inquiries, address concerns, and nurture

relationships to maximize conversion potential and customer satisfaction.

9. Priority Inquiry Management and Escalation

Recognize and categorize high-priority inquiries (hot leads) requiring immediate attention or

specialized handling. Implement efficient escalation procedures to ensure critical

opportunities receive appropriate resources and timely responses.

10. Team Performance Monitoring and Evaluation

Continuously assess individual and collective team performance through regular monitoring,

feedback sessions, and performance reviews. Implement corrective measures, recognize

achievements, and maintain consistent performance standards across all team members.

11. Cross-Departmental Coordination

Coordinate with the other departments such as IT, HR, School inter department such as

school accounts team, Admin team etc. to ensure accurate information is relayed to parents

and inquiries are addressed holistically.

12. CRM/Technology Utilization Oversight

Ensure that all team members are effectively using the school’s CRM or admissions

platform. Review entries for accuracy and timeliness, and provide training or troubleshooting

when needed.