Manager- Student Success ( 1 position )

Student engagement and success is very critical for any program. Team is growing and so are number of students. Direction on managing student queries, escalations, enhancement, and process re-engineering, continuously improving standards has to be managed closely with the team

Duties & Responsibilities
  • Take ownership of Student issues and follow problems through to resolution
  • Set a clear goal on Student expectations and deploy strategies focused towards it
  • Develop and re-engineer service procedures, policies and standards
  • Maintain an orderly workflow according to priorities to manage team productivity and KPI’s
  • Manage Service level and TAT on student interactions across all channels
  • Build a collaborative work culture with internal stake holders
  • Plan and execute resource allocation [Inbound/Outbound calls, Social, Chat, Cases, etc..]
  • Keep accurate records and document Student service actions and discussions
  • Analyse statistics to focus on enhancement and corrections required
  • Recruit, mentor and develop the team. Focus on on-going skill based trainings
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Continuously Improve Student experience and create engagement activities
  • Control resources and utilise assets to achieve qualitative and quantitative targets
Experience

3 to 4 years of relevant work experience

Skills & Abilities
  • Understanding of Customer/Student Service management methods and techniques [Voice and Non-Voice]
  • Effective Communication, Emotional Intelligence, Presentation and Written skills
  • Strong team Management skills and effective problem solving techniques
  • Ability to identify and develop team’s professional abilities and keep motivational level on a high
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and lead the team
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