JD:

Assistant Manager Operations :

Your Role and Responsibilities

As Technical Support Professional, you are responsible to manage and Lead severity incidents Tickets/cases in BAU/OJT using several tools and integrations, monitoring, maintaining status pages, FAQs, and other documentation useful for clients. In summary, we do our best to provide fast resolution and excellent support to our customers.

- Smoothen the academic delivery process and a Team ensuring to adhere to schedules.

- Coordinate with industry trainers to create best in class learning materials.

- Follow-up with industry trainers for assessments, conduct of examinations and grading.

- Interact and execute the certification programs/Webinars with various learning partners.

- Support faculty to ensure that New hires learning outcomes are met and a high level of satisfaction is maintained

- Be the first point contact for Team members, troubleshoot queries and manage discussions

- Assist program director in planning and driving the deliverables, preparing schedules, evaluation, grading and coordinating with team.

- Monitor Team performance and various program trackers to ensure the program is running well in areas of responsibility and escalate cases as needed.

- Collate learning material, solutions and job aids from Product Managers.

- Review course videos/Training documents to ensure quality and audit the daily Tickets of the Team members.

- Ensure infrastructure and technology readiness and live webinars during weekends and be available to ensure smooth operations and delivery

- Manage, identify and implement processes for smoother program management to ensure a consistent and trouble-free learning experience along the learning curve.

- Coordinate with IT and Admin to ensure smooth execution in Operations and Clients.

Qualifications, Experience and Skills

- Bachelor's Degree or Equivalent/MBA

- Relevant Background : 2 or more years of experience in managing programs in Operations as Senior Team leader or Assistant Manager on Papers.

- IT operation and management experience.

- Ability to multitask and coordinate with multiple stakeholders

- Passion for learning and having great learning outcomes with Strong Analytical skills.

- Graduate level knowledge in Excel and other productivity tools and Reports.

- Excellent verbal and written communication skills

- Prior experience with blended/Enterprise management system is useful.

- Candidate should have an excellent Knowledge working with Chat, Phone and Email case cycles. along with CRM

- Comfortable working within Rotational Shifts 24/7 and extended hours.

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