Operations & Calling Executive - Gujarat Project Operations

Content+ Calling- Gujarat Operations

Location: Gandhinagar, Gujarat

Type: Full-Time

About us:

LeapForWord is a product NGO committed to eliminating the single biggest bottleneck of Poor English Capabilities, which prohibits students of regional language communities from accessing Professional Education & better Employment Opportunities. Using our translation algorithm, we enable lakhs of teachers to teach English in their mother tongue and develop specific capabilities in their students, namely Reading, Comprehension & Sentence Structuring.

Our hiring philosophy:

We want to onboard like-minded people who are ambitious and passionate about personal growth and the organization. Our goal is to continue impacting over a million lives, and our team needs to be aligned with this vision. We believe that the organization can thrive only when every employee experiences personal growth along with it and envisions working not just for them but also for society at large.

Where do you come in:

We are looking for Operations & Calling Executive for our Gujarat State Operations, to oversee the project operations. His/ her responsibilities would include designing policies, overseeing customer service/ call quality of our in-house teacher support executives, and implementing technology solutions when needed. He/ She should have an analytical and strategic mind and broad business knowledge. Ultimately, he should lead by setting a good example and engaging the team to achieve goals. To be an excellent fit for this role, he/she should have a consistent work history and previous experience of working in a call center, but also be engaged and have adequate knowledge and abilities of running operations.

Key responsibilities that you will have:

• Create an inspiring team environment with an open communication culture. Set clear team goals and delegate tasks.
• Formulate business strategy with others in the executive team.
• Define the scope of work and monitor to ensure all milestones are achieved.
• Design policies and marketing campaigns that align with overall strategy.
• Implement efficient processes and standards.
• Plan and Implement customer reach (Qualitative and Quantitative) to gain insights about the customer behavior.
• Coordinate customer service operations,ensure call quality checks and find ways to ensure customer retention.
• Manage contracts and relations with customers, vendors, partners and other stakeholders.
• Evaluate risk and share possible mitigation, while leading quality assurance plans.
• Oversee expenses and budgeting to help the organization optimize costs and benefits
• Mentor and motivate teams to achieve productivity and engagement.
• Oversee the data collection and analysis in relation to programmatic intervention areas. Develop and share all periodic progress reports in a timely manner.
• Additional responsibilities would include-

1) Listening to team members’ feedback and resolving any issues or conflicts.

2) Recognizing high performances and rewarding accomplishments.

3) Encouraging creativity and risk-taking.

4) Suggesting and organizing team-building activities

5) To support Senior Executive.

Key skills that we are looking for:

• Proven experience in a Call Center or as a Head of Operations, or similar leadership role.
• Familiarity with all business functions including Marketing, Operations, Call Quality, and IT
• The regional language should be strong+ decent English Capabilities.
• Can work in a fast paced environment
• Can demonstrate cross functional leadership
• Outstanding communication and negotiation skills
• Previous experience in the nonprofit sector would be a plus.
• Excellent organizational and leadership ability
• Analytical mindset
• Problem-solving aptitude
• Bachelors/Masters degree in Business or other relevant field
• Applicants are supposed to know Marathi, Hindi and English.

Why you should apply:

Working with LeapForWord will allow you to build your professional skills while contributing to society in a meaningful way. This role will enable you to thrive in your career because of the exposure that it has to offer, & the impact it will deliver.

Remuneration:

Remuneration based on skill set, prior experience, and value addition. The salary would be decided upon as per the sector standards.

To apply, mail your CV to with the subject

Job Type: Full-time

Pay: From ₹18,000.00 per month

Work Location: Remote