Senior Manager - Educator Support
Unacademy, India

Job Description-

• Responsible for Leading and Mentoring a Team of 25 - 30 Educator Support Agents and Team Leads
• Lead the operations and ensure service level adherence for the Educator Support Team to ensure seamless delivery of support to the Educators, so as to enhance their experience with Unacademy
• Take ownership of Educators’ issues and follow problems through to resolution
• Identify and Execute Process Automation and Process improvement Opportunities
• Work closely with various internal Teams including - Tech, Business and Product teams, to build a continuous improvement environment to support the Process improvement initiatives and to drive standardization across Educator support Team
• Responsible for driving and optimizing various Educator Satisfaction and Operational Excellence Metrics for the Business Unit.
• Control resources and utilize assets to achieve qualitative and quantitative targets

Requirements-

• Btech from Tier 1 Engineering College with 5 + Years of experience or MBA from Tier 1/2 B-school with 2+ Years experience.
• Should have managed a team of at least 10-15 Members, with an experience in Work Force Management
• Should have worked in Customer Support or Operations Team
• Preferably from E-commerce / Fintech / Ed-Tech Start up organizations
• Excellent written and oral communication skills.

Job Rewards and Benefits