Senior Counsellor

Roles and Responsibilities:

1. Drive AOP (Annual Operating Plan) Numbers
   
• Take overall responsibility for meeting the AOP targets for the respective program.
2. MIS Report Consolidation (Toll Free)
   
• Coordinate with all SPOCs to consolidate MIS reports and ensure no missed calls from clients.
3. Handling Merit List Calls
   
• Manage and handle calls related to the merit list for the respective programs, ensuring timely and efficient communication.
4. Client Interactions & Panel Coordination
   
• Regularly interact with clients and coordinate with program panels to ensure smooth operations.
5. Internal Stakeholder Sales Team Meetings & Reports
   
• Participate in sales team meetings, provide feedback, and ensure all reports are accurately compiled.
6. Panel Dates & Repository Management
   
• Ensure proper scheduling and repository management for panel dates.
7. Client MIS Reports
   
• Provide clients with detailed and accurate MIS reports on a regular basis.
8. Merit List Conversion & Payments
   
• Manage merit list conversions, CD conversions, fee payments, and monitor arrivals.
9. DSA Wise Conversion Report
   
• Prepare and share conversion reports by DSA for the respective program.
10. Program Productivity Report
    
• Track and report on the productivity of the respective program.
11. Daily Huddle Meet (Internal Stakeholders)
    
• Lead daily huddle meetings with internal stakeholders to track progress and resolve any issues.
12. Identification of PIP DSAs & Mentoring
    
• Identify underperforming DSAs in your respective vertical and provide guidance and mentoring.
13. CRM Talk Time
    
• Maintain a minimum of 2 hours of talk time on the CRM daily.
14. Daily Reports on Toll Free (Email)
    
• Send daily reports related to toll-free calls to relevant stakeholders via email.
15. Daily Reports on WhatsApp and Email (Client & Internal Groups)
    
• Share daily reports through WhatsApp groups and email for client and internal groups.
16. Q/A Checks (Minimum 10 Calls per DSA)
    
• Conduct quality assurance checks on a minimum of 10 calls per DSA within the respective project.
17. Missed Call Escalation
    
• Monitor missed calls and ensure that SPOCs are dialing back. Address any missed call escalations.
18. Panel Management for NSA Programs & Mock Interviews
    
• Manage panels for NSA programs and handle mock interview sessions as required.
19. Toll Free Load Management
    
• Oversee the toll-free load to ensure it is balanced and efficient.
20. CRM Management for Program
    
• Ensure CRM data management for the respective program is up-to-date and accurate.
21. Lead Remark & Stage Marking
    
• Ensure proper lead remarking, notes, and accurate marking of lead stages and sub-stages in the CRM.
22. Drive DSAs Use of CRM Tools
    
• Encourage DSAs to effectively use filtering tools, add notes, and follow up on leads as part of the CRM.