Team Lead - Student Relationship

Salary up to 45k gross

Qualification Any Graduate

Experience 4+ years

Experience in BPO Tele calling/ mentoring/ counselling team leader

Immediate joiner preferred

Key Responsibilities:

1. Project Delivery (Tele Calling) –

o Objective: Ensure client satisfaction by meeting all project SLAs and delivering as per commitments.

o Key Deliverables:

 Monitor and validate 100% of tele-calling data.

 Ensure tele-callers dial 200 calls daily.

 Achieve conversion ratios as per the targets.

o Frequency: Monthly reporting on quality, timeliness, and accuracy of deliverables.

o Target: On-time, zero-error delivery with additional projects assigned based on new wins.

2. Project Delivery (Mentoring) –

Objective: Maintain accuracy in client communication and manage client expectations positively.

o Key Deliverables:

 Mentor 2970 students monthly.

 Ensure 0 escalations during client calls.

o Frequency: Weekly and monthly client feedback reviews.

3. Team Management –

o Objective: Build a second line of leadership by helping team members grow professionally to take on larger responsibilities.

o Key Deliverables:

 Manage team performance, ensuring timely and quality achievement of targets.

 Identify key people for leadership roles within the team.

 Self-development and fostering strong team coordination.

o Frequency: Monthly evaluation and performance tracking.

o Target: Zero errors in team performance and strong leadership development.

4. Quality Assurance – o Objective: Ensure high-quality standards through daily call audits.

o Key Deliverables:

 Reaudit calls provided by MIS to ensure compliance with quality standards.

o Frequency: Daily targets for call audits.

o Target: Zero errors.

5. Testimonial Management –

o Objective: Ensure correct formatting and adherence to testimonial guidelines set by management.

o Key Deliverables:

 Prepare and format testimonials monthly.

o Frequency: Daily monitoring to meet monthly targets.

o Target: Zero errors in testimonial formatting and accuracy.

Qualifications and Skills:

• Proven experience in project delivery, team management, and quality assurance.

• Strong communication and leadership skills.

• Attention to detail and ability to meet strict deadlines.

• Ability to mentor and develop team members.

• Experience in handling large volumes of data and tele-calling operations.