Contact Centre Operations Lead

About Us

HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers.

We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook), which recognised us as the most socially impactful startup operating in Africa, where we initially started our work.

We are dedicated to closing the global tech skills gap, and we achieve this by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology. This model has been successful, allowing us to reach millions of learners a year from over 60 countries.

We have also partnered with government bodies such as the UK's Department for Education, who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).

We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history. As a primarily bootstrapped, profitable, and scale-up tech business, join us as we play our part in making the world a more stable, safer, and fair place.

About The Role

As our Operations Lead, you will be the backbone of the Revenue Team by managing the infrastructure, processes, and data that drive sales efficiency. You will be responsible for the end-to-end management and maintenance of our CRM and Contact Centre systems to ensure seamless operations.

This role involves the continuous update of policy documentation to align with evolving business needs and providing comprehensive reporting to leadership. Success in this role will be measured by the accuracy of our sales data, the reliability of our communication tools, and the effectiveness of the operational frameworks you implement to support the student journey.

Responsibilities

• System Management: Oversee the daily maintenance and optimisation of the CRM and Contact Centre software to ensure high uptime and data integrity
• Policy Governance: Lead the creation and regular updating of internal sales policy documents and standard operating procedures (SOPs)
• Revenue Reporting: Manage all reporting dashboards for the Revenue Team, providing actionable insights into student pipelines and performance
• Process Optimisation: Provide feedback and implement technical improvements to the payment journey and internal sales processes
• Stakeholder Support: Work closely with Finance and Collections to ensure data accuracy and reliable system integrations across the department
• Technical Troubleshooting: Manage queries related to system issues and ensure timely resolution of internal operational bottlenecks
• Compliance & Accuracy: Maintain high attention to detail in the allocation of data across systems to prevent portfolio deterioration

Requirements

REQUIREMENTS

Minimum

• 2+ years' experience in Sales Operations, Revenue Operations, Business Analysis, Commercial Analytics or a similar analytical role
• Experience building reports, dashboards and analysing commercial or operational data
• Strong analytical and problem-solving skills with the ability to identify trends and turn them into actionable recommendations
• Experience working with CRM platforms and maintaining high standards of data integrity
• Advanced Excel or Google Sheets skills
• Outstanding organisational skills and exceptional attention to detail
• Excellent written and verbal communication skills
• Demonstrated ability to improve operational processes through data and analysis
• Matric qualification

Preferred

• Bachelor's degree in Commerce, Business Analytics, Information Systems, Mathematics, Statistics or a related field
• Experience using reporting or business intelligence platforms
• Experience with SQL or an interest in working with larger datasets
• Experience within a technology, SaaS or online education environment
• Experience in improving business processes through AI or automation or systems optimisation

Benefits

BENEFITS

Equity: As a senior leadership role within the company, you may be eligible for direct ownership in the business through our stock option scheme. The company has been approached for acquisition by a number of billion-dollar leaders in the tech education space and is backed by investors from the US, UK and South Africa, and we want you to directly share in the success of the business.

Hybrid work: We are a hybrid work organisation offering flexibility on your schedule. Remote working options are available for candidates not in proximity of a HyperionDev Campus.

Learn new tech skills: We offer our employees the opportunity to enrol part-time in our Coding Bootcamps.

Join the heart of tech in Africa, Europe and the US: You'll work with the best of the best and rub shoulders with the world leaders in edtech, developer education, and developer assessments. Join one of the most ambitious and highest performing tech companies in the space, with a management team that draws their former experience from top tech companies.

Life-changing work: Solve real problems that make education and tech careers accessible to those who need it most: you're allowed to brag about it.

OUR VALUES

We're a people-forward company with a purpose that underlines everything we do. We're obsessed with the potential in people and challenge them to do their best work. We embrace a culture of growth and learning to deliver on our vision, and ours is a relentless quest for improvement.