Key ResponsibilitiesTeam Management & Leadership
- Lead, mentor, and motivate a team of executives/associates to achieve daily, weekly, and monthly targets.
- Conduct regular team meetings, performance reviews, and feedback sessions.
- Provide training and skill development to improve team productivity and efficiency.
- Create a positive, high-ownership, growth-oriented team culture.
Process & Performance Management
- Track and monitor team KPIs such as student engagement, sales conversions, retention, operational SLAs, query resolution time, etc.
- Identify performance gaps and implement improvement strategies.
- Ensure adherence to SOPs, quality standards, and compliance guidelines.
- Optimize workflows to improve response times, service quality, and overall team output.
Stakeholder Collaboration
- Work closely with cross-functional teams such as Product, Content, Marketing, Sales, and Tech.
- Share insights with leadership based on student behaviour, platform usage, feedback, and performance metrics.
- Support smooth execution of new initiatives, product updates, and campaigns.
Customer/Learner Experience (If applicable)
- Ensure prompt and effective resolution of student queries, concerns, or escalations.
- Improve student satisfaction (CSAT), NPS, engagement, and course completion metrics.
- Drive high-quality interactions across email, chat, calls, and other support channels.
Sales / Revenue (If applicable)
- Guide the team in lead qualification, follow-ups, and closing sales for online programs.
- Monitor funnel metrics and ensure healthy conversion rates.
- Support planning and execution of monthly revenue strategies.
Reporting & Analysis
- Maintain dashboards and MIS reports on performance, attendance, productivity, and KPIs.
- Present data-backed insights to senior management for decision-making.
- Recommend initiatives to increase efficiency, revenue, or learner satisfaction.
Job Types: Full-time, Permanent
Pay: ₹400,000.00 - ₹600,000.00 per year
Benefits:
- Cell phone reimbursement
- Internet reimbursement
Ability to commute/relocate:
- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Team management: 2 years (Required)
Work Location: In person
