Call Center

Job Description

Key Responsibilities

Lead Management and Qualification

• Contact prospective families via phone, email, and digital channels.
• Qualify leads using structured questions to assess interest level, fit, and readiness.
• Categorize and prioritize leads based on qualification criteria (qualified / non-qualified).
• Identify high-potential prospects and escalate them accordingly.

Follow-up and Conversion

• Ensure consistent and timely follow-up with all assigned leads.
• Schedule school tours, interviews, or appointments for the admissions team.
• Provide key information to prospects prior to their visit to increase conversion rates.
• Support the achievement of appointment-setting and conversion targets.

HubSpot (CRM) Management

• Accurately log, update, and track all leads in HubSpot.
• Maintain complete and up-to-date records of all interactions.
• Document calls, emails, notes, and status updates in the system.
• Use pipelines, tags, and reporting tools to manage and track lead progress.

Customer Experience

• Deliver a friendly, professional, and engaging experience to all prospective families.
• Answer basic inquiries regarding programs, admissions process, and general school information.
• Build interest and trust to move prospects forward in the admissions funnel.
• Redirect inquiries to the appropriate team when necessary.

Reporting and Performance Tracking

• Track key metrics such as call volume, contact rate, appointments scheduled, and conversions.
• Support the preparation of performance reports and lead tracking analysis.
• Identify trends and areas for improvement in lead handling and qualification.

Collaboration

• Work closely with admissions and marketing teams to ensure alignment.
• Provide feedback on lead quality and campaign effectiveness.
• Support outreach campaigns and bulk follow-up initiatives when needed.

Skills

• Excellent verbal communication skills.
• Persuasion and sales-oriented mindset.
• Strong listening and analytical skills.
• Organization and follow-up discipline.
• Ability to handle objections effectively.
• Customer service orientation and empathy.
• Ability to work under pressure and meet targets.
• Basic to intermediate proficiency in digital tools and CRM systems.

Qualifications

• High school diploma required; Bachelor’s degree in progress or completed (desirable).
• Training in sales, customer service, or call center operations (desirable).
• Basic knowledge of CRM systems (HubSpot preferred).

Experience

• Previous experience in call center, telemarketing, sales, or customer service roles.
• Experience in lead generation and qualification (desirable).
• Experience using CRM tools, preferably HubSpot.
• Experience in education or service-oriented environments (desirable).

ISP Principles

Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding

and Health & Safety issues and acting and following up on all concerns appropriately.

Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.

Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.

Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.

Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history.

ISP Commitment to Diversity, Equity, Inclusion, and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.