Student Support Manager

Job Description

Vandey provides outsourced instructional services to institutions of higher education and is seeking a candidate to work for Vandey to serve in a full-time role for the position of Student Support Manager with the University of the People. University of the People (UoPeople) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 1,26,000 students enrolled from more than 200 countries and territories, including 16,500 students who are refugees. We believe that higher education is a basic human right and that it can transform not only the lives of students, but also their families' lives, their communities, their nations, and, by extension, the world! UoPeople isnt a traditional university, and we welcome team members who bring creativity and innovation to their roles. Were a fast-paced, matrixed organization with remote teams all over the globe. If youre a self-starter who wants to succeed alongside a passionate team, wed love to hear from you! The incumbent will be leading a large team and will be responsible for evaluating, coordinating, and delivering high quality service for our students. As a manager, you will play a critical role in ensuring if the department meets its goals and KPIs and works cross-functionally with other teams to improve and enhance our process. Working Days: 5.5 Days Work Mode: Hybrid, Mysore (2 days a week in Office) Shift: Day Shift Job Location: Mysore, Karnataka Full Time, Permanent Hire ESSENTIAL FUNCTIONS/RESPONSIBILITIES: Responsible for the overall functioning of the team. Own and oversee end-to-end performance including service quality, goals achievement and process improvement. Thoroughly understand the university processes and be up to date with all the changes and modifications. Continually improve students experience throughout all channels of communication Identify creative solutions to challenges as they arise Ensure that staff are aligned with university policies and code of behavior. Create a culture of high-performance and continuous learning and improvement within the department. Performs other related duties as assigned. KEY COMPETENCIES A minimum of 3 years experience as a manager in a service/ contact center Proven experience with service/ contact center metrics and reporting. Ability to derive actionable insights from data. Experience in team development Tech-savvy comfortable working in an online environment Self-discipline ability to work remotely as part of an international team Exceptional listening and analytical skills. Ability to effectively manage conflict Multitasking skills and detail-oriented focus required for a fast-paced environment. Have excellent verbal, written and interpersonal skills. Should have managed a large team. REQUIREMENTS: Minimum education required: Bachelors degree Fluent English level Minimum 3 years experience as a Manager. Working knowledge of industry trends and metrics Experience in a Global online Edtech startup is a big advantage Experience with contact center management Perks and benefits Hybrid work promoting flexibility Shift Allowances Health Insurance Global Exposure Career Growth