Hiring || Lead Operations (International) || WFH

Job Title: Lead Operations (International)

Location:

About Us

NCR Eduservices, a leading provider of educational services, delivers a comprehensive suite of solutions including e-tutoring, content development, academic delivery quality management, and extensive back-office support. Dedicated to addressing challenges for educational organizations, instructors, and learners through innovative strategies, the company is focused on enhancing education quality and accessibility.

About the Role

Lead Operations (International)

Key Responsibilities

Tutor Quality Control

• Monitor and evaluate tutor sessions using pre-defined QC templates.
• Document observations and maintain accurate QC records.
• Share timely feedback with tutors for continuous performance improvement.
  

Helpdesk Support & Operations

• Respond to parent, student, and tutor queries via

  email

  using approved templates.
• Monitor

  Slack channels

  to address support requests, urgent queries, and technical issues in real time.
• Provide

  technical support

  to tutors, including last-minute substitutions and troubleshooting.
• Assist students with

  scheduling, group changes, and technical concerns

  .
• Handle

  parent inquiries

  professionally, ensuring prompt resolution and updates.

Shift Structure & Coverage

Each team member works one 9-hour shift:

• 5:30 PM IST - 2:30 AM IST (Mon-Fri)

• 9:30 PM IST - 6:30 AM IST (Mon-Fri)

• 1:00 AM IST - 10:00 AM IST (Mon-Fri)

Performance Metrics

• Response Time:

  Meet or exceed SLA timelines for Slack & email queries.

• Resolution Time:

  Resolve requests within agreed TATs.

• Quality Standards:

  Ensure professionalism, accuracy, and adherence to approved communication tone.

Qualifications & Skills

• Bachelors degree or higher (mandatory).
• 35 years of relevant experience in

  academic support operations

  and

  International processes

  as well.
• Hands-on experience with

  Airtable

  or

  Monday.com

  (preferred).
• Excellent written and verbal communication skills in

  English

  .
• Strong

  problem-solving, multitasking, and troubleshooting abilities

  .
• Familiarity with

  Slack, email clients, and online collaboration tools

  .
• High level of

  ownership, accountability, and attention to detail

  .

Application Process: Ready to drive your career to new heights? Here's how to apply:

• Send your updated resume tokirtika.sharma@ncreduservices.com

Regards,

Kirtika Sharma

9599314292

Team Lead-HR & Operations