Manager- Service Delivery

Key Responsibilities*

1. *Team Management*: Hire, train, and manage a team of student support representatives to ensure they have the necessary skills and knowledge to provide excellent customer service.
2. *Customer Service Strategy*: Develop and implement customer service strategies to improve student satisfaction, retention, and loyalty.
3. *Performance Metrics*: Define and track key performance metrics such as first response time, resolution rate, and customer satisfaction.
4. *Quality Assurance*: Monitor and evaluate the quality of customer interactions to identify areas for improvement.
5. *Process Improvement*: Continuously identify and implement process improvements to increase efficiency and effectiveness.
6. *Communication*: Collaborate with other departments such as sales, marketing, and product development and Institute team to ensure alignment and effective communication.

*Skills and Qualifications1. *Bachelors Degree*: In a related field such as business administration, communications, or customer service. 2. *Customer Service Experience*: At least 3-5 years of experience in customer-facing roles, preferably in a leadership or management position. 3. *Leadership Skills*: Proven ability to lead and motivate a team to achieve excellent results. 4. *Communication Skills*: Excellent written and verbal communication skills to effectively interact with customers, team members, and other stakeholders. 5. *Analytical Skills*: Ability to analyze data and metrics to identify trends and areas for improvement. 6. *Problem-Solving Skills*: Strong problem-solving skills to resolve customer complaints and issues. 7. *Technical Skills*: Familiarity with customer relationship management (CRM) software and other customer support tools.