Overview
Customer Support Manager Jobs in Mysore, Karnataka, India at University of the People
Title: Customer Support Manager
Company: University of the People
Location: Mysore, Karnataka, India
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 as a Customer Support Manager with the University of the People.
INTRODUCTION:
University of the People (UoPeople) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 152,000 students enrolled from more than 200 countries and territories, including 18,800 students who are refugees. Currently UoPeople is accredited by the DEAC and WASC accreditation.
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. See President Reshef’s TED talk when he announced the founding of the University.[ TED talk ]
UoPeople is an innovative university, and we welcome team members who bring creativity and innovation to their roles. We’re a fast-paced organization with remote teams all around the globe. If you’re a self-starter who wants to succeed alongside a passionate team, we’d love to hear from you!
UoPeople is supported by the generosity of individuals and foundations, including the Gates, Hewlett, Ford Foundations, Foundation Hoffmann, and others. The University has been covered by the New York Times, BBC, NPR, Times Higher Education, US News and World Report, and more. President Reshef’s TED Talk and Nas Daily interview about the University have 30 million views combined.
REPORTS TO: Sr. Manager for Program Advising
WORK MODE: Hybrid, Mysore (2 days a week in Office)
SHIFT: Day Shift
OVERVIEW:
University of the People is seeking to hire a Manager for Program Advising department. The incumbent will be leading a large team of Program Advising and be responsible for evaluating, coordinating, and delivering high quality service for our students. As a manager, you will play a critical role in ensuring the Program Advising department meets its goals and KPIs and works cross-functionally with other teams to improve and enhance our process.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
Responsible for the overall functioning of the Program Advising team.
Comprehensive experience in strategy and operations in customer success teams, Grievance handling, Service Quality,
Customer Experience, Customer retention and delight, Team Management, Training and Development
Own and oversee end-to-end performance including service quality, goals achievement and process improvement.
Handle student complaints and ensure high student satisfaction.
Identify creative solutions to challenges as they arise
Create a culture of high-performance and continuous learning and improvement within the department.
KEY COMPETENCIES
Proven experience with service/ contact centre 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: Bachelor’s degree
Fluent English level
Minimum 3 years’ experience as a manager.
Working knowledge of industry trends and metrics
Experience with contact centre management.
