About MindMentorz: MindMentorz is a leading academy in Bengaluru, dedicated to nurturing young minds aged 5-15 through the engaging disciplines of chess and Rubik's Cube. Our core philosophy is built on patience, strategy, and positive reinforcement, aiming to provide an enriching experience that goes beyond just teaching – we build critical thinking skills and foster a love for learning. Role Overview: MindMentorz is seeking a highly motivated and results-oriented Team Leader to manage our dynamic Enrolment and Service Delivery Teams. This pivotal role is responsible for driving revenue growth through effective enrolment strategies and ensuring exceptional customer satisfaction and retention. The ideal candidate is a "hustler" with proven experience in a fast-paced startup call center environment, capable of inspiring and guiding a team to achieve ambitious targets while upholding MindMentorz's commitment to quality engagement and customer-centricity. Key Responsibilities: Team Management & Leadership: Lead, mentor, and motivate a team of Enrolment and Service Delivery Executives. Conduct regular performance reviews and provide constructive feedback to team members. Foster a positive and high-performance team culture, emphasizing MindMentorz's core philosophy of nurturing young minds and building strong relationships. Ensure adherence to MindMentorz's enhanced engagement and conversion strategies for enrolment calls. Oversee the implementation of the "Elevating Experience & Retention Guide" across all service delivery functions. Revenue Generation & Enrolment: Drive the team to achieve and exceed enrolment targets by optimizing call scripting and pre-call preparation processes. Monitor conversion rates from demo stages and overall enrollment figures. Implement strategies to increase program uptake for both chess and Rubik's Cube, ensuring the team understands and articulates the value proposition effectively. Customer Satisfaction & Retention: Oversee seamless class scheduling, including initial contacts, ongoing adjustments, and level promotions, ensuring convenience for parents and optimal learning for children. Ensure proactive and value-driven payment collection and renewal processes, minimizing hesitations and highlighting the benefits of continued learning. Monitor student progress regularly and facilitate timely communication of feedback reports from coaches to parents. Ensure all issues faced by parents or children are resolved quickly, empathetically, and effectively, turning potential negative experiences into positive ones. Ensure classes start on time and coach-to-kid ratios are optimized to maintain an ideal learning environment and maximize individual attention. Oversee immediate welcoming and comfort for new students and parents, setting a positive tone for their MindMentorz journey. Operational Excellence: E nsure all coach-related tasks (e.g., attendance marking, feedback report submission) are completed efficiently and on time. Manage and prioritize daily team tasks to ensure prompt completion and a smooth parent experience. Contribute to the continuous improvement of enrolment and service delivery processes based on performance metrics and agent feedback. Qualifications: Proven experience in a leadership role within a call center or customer service environment, preferably in a startup. Demonstrated ability to meet and exceed revenue targets. Strong understanding of customer satisfaction metrics and strategies for improving retention. Excellent communication, interpersonal, and problem-solving skills. Ability to work effectively in a 6-day work week, office-based setting. A "hustler" mentality with a proactive and results-driven approach.