Vandey provides outsourced instructional services to institutions of higher education and is seeking a candidate to work for Vandey to serve in a full-time role for the position of Student Support Manager with the University of the People.University of the People (UoPeople) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 1,26,000 students enrolled from more than 200 countries and territories, including 16,500 students who are refugees. We believe that higher education is a basic human right and that it can transform not only the lives of students, but also their families' lives, their communities, their nations, and, by extension, the world! UoPeople isnt a traditional university, and we welcome team members who bring creativity and innovation to their roles. Were a fast-paced, matrixed organization with remote teams all over the globe. If youre a self-starter who wants to succeed alongside a passionate team, wed love to hear from you!The incumbent will be leading a large team and will be responsible for evaluating, coordinating, and delivering high quality service for our students. As a manager, you will play a critical role in ensuring if the department meets its goals and KPIs and works cross-functionally with other teams to improve and enhance our process.Working Days: 5.5 DaysWork Mode: Hybrid, Mysore (2 days a week in Office)Shift: Day ShiftJob Location: Mysore, KarnatakaFull Time, Permanent HireESSENTIAL FUNCTIONS/RESPONSIBILITIES:Responsible for the overall functioning of the team.Own and oversee end-to-end performance including service quality, goals achievement and process improvement.Thoroughly understand the university processes and be up to date with all the changes and modifications.Continually improve students experience throughout all channels of communicationIdentify creative solutions to challenges as they ariseEnsure that staff are aligned with university policies and code of behavior.Create a culture of high-performance and continuous learning and improvement within the department.Performs other related duties as assigned.KEY COMPETENCIESA minimum of 3 years experience as a manager in a service/ contact centerProven experience with service/ contact center metrics and reporting.Ability to derive actionable insights from data.Experience in team developmentTech-savvy comfortable working in an online environmentSelf-discipline ability to work remotely as part of an international teamExceptional listening and analytical skills.Ability to effectively manage conflictMultitasking skills and detail-oriented focus required for a fast-paced environment.Have excellent verbal, written and interpersonal skills.Should have managed a large team.REQUIREMENTS:Minimum education required: Bachelors degreeFluent English levelMinimum 3 years experience as a Manager.Working knowledge of industry trends and metricsExperience in a Global online Edtech startup is a big advantageExperience with contact center managementPerks and benefits Hybrid work promoting flexibilityShift AllowancesHealth InsuranceGlobal ExposureCareer Growth