Team Lead

About MindMentorz:

Role Overview:

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.