primary role is to enhance parent-school communications and foster parent-school relationships, to promote and retain an agile communication relationship with parents.
Resolving Parental Complaints and Concerns
1. Resolve parents' complaints quickly and effectively, whether it's academic or non-academic. (The sole purpose of this call is to understand the parent's queries about the school)
2. RETENTION is the major role of the GCO team. (To move orange and red bucket queries to the green bucket) to avoid dropouts.
3. IT (MCB Login Issues, GC Queries)
4. Incoming Calls- Responsible and accountable for recording issues reported by parents into the system an identifying possible action areas for each issue. We should drive the resolution with a responsible role. Responsible for escalating the issues if not resolved within the TAT.
5. Resolving and updating transport and accounts (Daily interactions).
6. GCH- To Train and conduct orientation of sub-staff & attenders on a regular basis (weekly).
7. Responsible for carrying out the detailed Root Cause Analysis (RCA) of every case of dis-satisfied exit of a student from the school.
8. MC Calls- GCO connects with the existing parents thrice a year for PSAT
9. GCO Team helps the parents during the supplies to have a streamlined experience
Building Positive Relationships
10.Global Guest, lectures during class hours to motivate students, to educate them about different opportunities I career aspects.
11.To upload WhatsApp statuses so that our parent contact list is aware of the developments.
12.To help in getting guests, Chief Guests for various events like Global Confluence, LitFest, Satrang, Umang, Sports Day, Annual Day, Crosswords, and Graduation Ceremony.
13.Being self-motivated to be involved in providing solutions to the parent fraternity of Global Education. Transport Readiness, Supplies Readiness, cafeteria readiness. Welcome students after the summer break are planned beforehand to streamline the process.
14.To maintain a cordial work relationship with various departments
Parent Connect Calls.
PC calls are done to the parents' term - wise
A Broadcast group to be created to help the parents to get an update regarding Transport Rt, PTM, Event & celebrations updates, and holiday dates.
Conduct structured meetings and discuss the reason(s) for the exit with the parents when they visit the school to complete exit formalities.
Responsible for contributing to the process of Continual Service Improvement (CSI) by analysing objective data, every exit case, and issues reported by parents during a period.
Parent Feedback Management
Responsible for actively participating in parent-teacher meetings (PTM) conducted at the school and uses the opportunity to interact with parents, solicit feedback, communicate any changes in school process & facilities, and recalibrate expectations of parents if needed.
NPS Net Promoter Score the parents share their valuable feedback which will help us to improve.
The school shares an email with a link in it. This helps us to understand the pulse of the parent and ideas about the satisfaction of the parent.
Responsible for identifying common threads across these cases.
Discuss these observations with process owners and report the observations and suggested corrective actions (process, facility & staff) to the Senior leadership team
Student Admission and Enrolment concerns
Responsible to participate in the "New Parent Orientation Program - partners in education", which familiarizes parents of newly admitted students with the processes & practices at the school, parent expectations, and get their agreement on the parental responsibilities for best usage of the services of the school and to ensure the safety of their child.
New Parent Connect- To take over once the New admission process is completed.
To develop a personal connection, a welcome call, welcome email, welcome messages are shared with the parents.
Retention & TC Management.
TC Calling - GCO connects with HOD along with the parent who has applied for
Admissions team for new parents connects physically at the campus.
Academic team for arranging one-on-one meetings with the parents for the student's academic performance of disciplinary issues.
Required Skills & Qualifications
Education
:
Bachelor's degree in any field or equivalent professional experience.
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹60,000.00 per month
Benefits:
Health insurance
Paid sick time
Provident Fund
Schedule:
Day shift
Fixed shift
Monday to Friday
Morning shift
Work Location: In person
Speak with the employer
+91 9730307427
Expected Start Date: 02/06/2025
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