Senior Counsellor

Roles and Responsibilities:

1. Drive AOP (Annual Operating Plan) Numbers

• Take overall responsibility for meeting the AOP targets for the respective program.

2. MIS Report Consolidation (Toll Free)

• Coordinate with all SPOCs to consolidate MIS reports and ensure no missed calls from clients.

3. Handling Merit List Calls

• Manage and handle calls related to the merit list for the respective programs, ensuring timely and efficient communication.

4. Client Interactions & Panel Coordination

• Regularly interact with clients and coordinate with program panels to ensure smooth operations.

5. Internal Stakeholder Sales Team Meetings & Reports

• Participate in sales team meetings, provide feedback, and ensure all reports are accurately compiled.

6. Panel Dates & Repository Management

• Ensure proper scheduling and repository management for panel dates.

7. Client MIS Reports

• Provide clients with detailed and accurate MIS reports on a regular basis.

8. Merit List Conversion & Payments

• Manage merit list conversions, CD conversions, fee payments, and monitor arrivals.

9. DSA Wise Conversion Report

• Prepare and share conversion reports by DSA for the respective program.

10. Program Productivity Report

• Track and report on the productivity of the respective program.

11. Daily Huddle Meet (Internal Stakeholders)

• Lead daily huddle meetings with internal stakeholders to track progress and resolve any issues.

12. Identification of PIP DSAs & Mentoring

• Identify underperforming DSAs in your respective vertical and provide guidance and mentoring.

13. CRM Talk Time

• Maintain a minimum of 2 hours of talk time on the CRM daily.

14. Daily Reports on Toll Free (Email)

• Send daily reports related to toll-free calls to relevant stakeholders via email.

15. Daily Reports on WhatsApp and Email (Client & Internal Groups)

• Share daily reports through WhatsApp groups and email for client and internal groups.

16. Q/A Checks (Minimum 10 Calls per DSA)

• Conduct quality assurance checks on a minimum of 10 calls per DSA within the respective project.

17. Missed Call Escalation

• Monitor missed calls and ensure that SPOCs are dialing back. Address any missed call escalations.

18. Panel Management for NSA Programs & Mock Interviews

• Manage panels for NSA programs and handle mock interview sessions as required.

19. Toll Free Load Management

• Oversee the toll-free load to ensure it is balanced and efficient.

20. CRM Management for Program

• Ensure CRM data management for the respective program is up-to-date and accurate.

21. Lead Remark & Stage Marking

• Ensure proper lead remarking, notes, and accurate marking of lead stages and sub-stages in the CRM.

22. Drive DSAs Use of CRM Tools

• Encourage DSAs to effectively use filtering tools, add notes, and follow up on leads as part of the CRM.