About the Role

We are seeking an Operations Manager with a strong background in business operations, data analysis, Content Management Systems (CMS), and cross-functional team coordination. This role will also involve supporting finance reporting and accounting tasks.

Key Result Areas

• Manage end-to-end study abroad operations for the UAE market, including lead handling, application processing, offer management, and documentation tracking.
• Oversee daily lead flow from Google Ads and Meta (Facebook & Instagram) campaigns targeting the UAE.
• Execute and optimize UAE-specific lead generation campaigns in collaboration with the marketing team.
• Monitor lead quality, Cost Per Lead (CPL), conversion ratios, and ensure adherence to follow-up Service Level Agreements (SLAs).
• Allocate and distribute leads to counselors and call center agents, and track their performance.
• Handle day-to-day call center operations, including roster management, queue optimization, productivity monitoring, and follow-ups.
• Track key call center metrics such as call volumes, connect rates, talk time, and conversion rates.
• Ensure timely application processing and effective coordination with universities in Dubai and across the UAE.
• Maintain high accuracy in CRM data, application records, and documentation.
• Prepare daily and weekly Management Information Systems (MIS) reports covering leads, calls, conversions, and application status.
• Identify operational and funnel-level gaps and propose strategic improvements.

Experience Requirements

For Fresher / Early-Career Candidates:

• 0.5 - 1.5 years of experience.
• Exposure to education sales operations, calling teams, or lead management.
• Basic understanding of Google Ads/Meta leads and CRM workflows.
• Training will be provided on UAE admissions and operational processes.

For Experienced Candidates:

• 2 - 4 years of total experience.
• Minimum 1.5 - 3 years in UAE-focused study abroad operations, education lead management, or call center operations.
• Hands-on experience managing leads via Google Ads and Meta Ads.
• Prior experience handling small to mid-sized calling teams (5 - 15 agents).
• Exposure to CRM-based lead allocation and performance tracking.

Skill Set / Other Requirements

• Strong understanding of call center workflows, lead funnels, and counseling operations.
• Working knowledge of Google Ads, Meta Ads Manager, and basic campaign optimization.
• Strong grasp of CPL, conversion metrics, and productivity KPIs.
• Good command over Excel/Google Sheets and CRM tools.
• Ability to manage volume-driven operations with tight deadlines.
• Clear communication and cross-team coordination skills.
• Familiarity with UAE universities, intakes, and admission processes (Dubai preferred).