- Coordinate with academic, operations, LMS, and customer support teams to ensure seamless workflow.
- Analyze performance metrics, identify gaps, and implement corrective action plans.
- Ensure timely resolution of queries while maintaining high customer satisfaction standards.
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Handle L2 and L3 escalations (Calls/Chats/Emails/Groups) effectively and ensure proper resolution.
Fetch and review Daily Productivity Reports for pending tickets and queries.
Audit tickets and escalations regularly and provide constructive feedback to executives for improvement and to ensure FRR.
Conduct Long Absenteeism and Withdrawal Analysis.
Create login credentials for new students and complete student onboarding processes (Third Language, Hindi/English Parallel, Club Activities), including sending forms to parents and ensuring timely follow-ups.
Collate records of renewals and new admissions.
Run and track broadcast campaigns through CRM.
