Job
Description
As the Regional Lead Student Support, you play a critical leadership role in ensuring consistent, high-quality student support services across multiple offline centers. Your responsibilities include overseeing support teams, implementing best practices, driving continuous improvement, and ensuring alignment with institutional policies and student success goals. - **Team Leadership & Oversight** - Supervise, channelize the flow, and coordinate & guide the Student Support Members across all the Offline Centers. - Provide coaching, performance feedback, and ongoing training to support teams. - Conduct regular audits of service quality, ticket resolution, and SOP adherence. - **Strategic Support Coordination** - Monitor regional trends in student issues and proactively suggest solutions or policy updates. - Align support activities with the institution's mission and service standards. - Coordinate with internal departments (academics, IT, operations) to escalate and resolve complex student concerns. - **Operational Excellence** - Ensure uniform implementation of SOPs across all centers. - Manage the effective use of tools like Freshdesk, analyzing performance data to improve resolution times and satisfaction rates. - Set and track KPIs for regional support performance. - **Communication & Collaboration** - Serve as a key communication bridge between support staff, management, and institutional leadership. - Organize and lead regular meetings with support teams to share updates, challenges, and best practices. - Handle high-level escalations and ensure timely resolution of sensitive cases. - **Training & Quality Improvement** - Lead onboarding and skill-building programs for new hires and internal promotions. - Identify process inefficiencies and initiate improvements for an enhanced student experience. - **Documentation & Reporting** - Ensure accurate record-keeping and documentation of all support activities. - Generate regional reports on support metrics, feedback trends, and issue categories. As the Regional Lead Student Support, you play a critical leadership role in ensuring consistent, high-quality student support services across multiple offline centers. Your responsibilities include overseeing support teams, implementing best practices, driving continuous improvement, and ensuring alignment with institutional policies and student success goals. - **Team Leadership & Oversight** - Supervise, channelize the flow, and coordinate & guide the Student Support Members across all the Offline Centers. - Provide coaching, performance feedback, and ongoing training to support teams. - Conduct regular audits of service quality, ticket resolution, and SOP adherence. - **Strategic Support Coordination** - Monitor regional trends in student issues and proactively suggest solutions or policy updates. - Align support activities with the institution's mission and service standards. - Coordinate with internal departments (academics, IT, operations) to escalate and resolve complex student concerns. - **Operational Excellence** - Ensure uniform implementation of SOPs across all centers. - Manage the effective use of tools like Freshdesk, analyzing performance data to improve resolution times and satisfaction rates. - Set and track KPIs for regional support performance. - **Communication & Collaboration** - Serve as a key communication bridge between support staff, management, and institutional leadership. - Organize and lead regular meetings with support teams to share updates, challenges, and best practices. - Handle high-level escalations and ensure timely resolution of sensitive cases. - **Training & Quality Improvement** - Lead onboarding and skill-building programs for new hires and internal promotions. - Identify process inefficiencies and initiate improvements for an enhanced student experience. - **Documentation & Reporting** - Ensure accurate record-keeping and documentation of all support activities. - Generate regional reports on support metrics, feedback trends, and issue categories.
