Team Lead - Customer Onboarding (Voice / Blended)

Role Overview GUS Education India is looking for an experienced Team Lead to manage and drive a high-performing customer onboarding team within its admissions operations division. The role operates in a voice and blended environment and demands a hands-on leader who can balance team development, quality assurance, and process improvement while maintaining a strong focus on student and stakeholder satisfaction. Key Responsibilities - Manage day-to-day team operations including workload distribution, staff development, and performance management while ensuring SLAs are consistently met - Serve as the primary knowledge resource for the admissions delivery team by coaching officers and coordinators and facilitating regular training sessions - Oversee proactive application management across a range of academic products, ensuring accuracy and consistency in offer-making and student communications - Handle escalated student applications and ensure timely resolution and communication in line with admissions policies - Build and maintain a robust quality audit process to ensure consistency, accuracy, and identification of improvement themes - Collaborate across departments including Marketing, Recruitment, Conversion, Student Records, and Journey Teams to maximise student recruitment outcomes - Liaise with partners, agents, and external stakeholders to deliver a seamless and proactive admissions experience - Provide regular pipeline reports on SLAs, KPIs, and team targets to the Senior Management Team - Represent the Admissions function in institutional forums and support User Acceptance Testing for IT-related projects - Deputise for Management Team members when required Required Qualifications - Graduate degree or equivalent qualification - Native-level proficiency in English, both written and spoken - Minimum 7 years of experience in a voice process with team leadership responsibilities - Proven experience in performance management, staff coaching, and workload delegation - Strong analytical skills with the ability to produce performance dashboards and reports - Demonstrated ability to apply lean or quality improvement methodologies to enhance process efficiency - Experience managing high volumes of work in a customer-facing, target-driven environment Why Join Us GUS Education India fosters an inclusive and energetic workplace culture that values diverse perspectives and continuous growth. The company offers a comprehensive compensation and benefits package designed to support the well-being and professional development of every team member.

- Minimum 7 years of experience in a voice process with team handling experience - Graduate degree or equivalent - Native-level English proficiency - Proven experience in staff performance management and delegation - Strong reporting and analytical capabilities - Familiarity with admissions or education sector processes preferred - Ability to work in a target-driven, high-volume customer service environment - Excellent written and verbal communication skills - Experience applying process improvement or lean quality methodologies

- Competitive salary with a comprehensive benefits package - Medical insurance covering hospitalisation, accidental cover, and term insurance - Gratuity provided over and above the fixed compensation - Cab facility available to and from the workplace within a 30 km radius - Monday to Friday work schedule - 45 days of total annual leave including 24 days earned leave, 5 days medical leave, 5 days casual leave, 1 Happiness Leave day, and 10 statutory holidays - Equal opportunity employer with a diverse and inclusive work culture