The Central Student Experience Mentor is responsible for managing the student experience for a specific zone from the Bangalore Head Office. They support Primary Mentors at centres across India, ensuring smooth processes and positive outcomes through data-driven actions. While they don't interact directly with students regularly, they act as a Secondary Mentor to resolve student concerns and keep engagement consistent. If a Primary Mentor is on leave, the Central Mentor steps in to take over mentorship duties and ensure uninterrupted support.
Key Responsibilities:
1. Student Experience Management:
? Oversee and manage the student experience centrally for the assigned zone
through regular collaboration with Primary Mentors.
? Monitor and enhance key metrics, including NPS, Mentor Ratings, and timely
ticket resolution rates.
2. Secondary Mentorship:
? Serve as a Secondary Mentor to assigned students, ensuring seamless support
and issue resolution.
? Take on the responsibilities of a Primary Mentor during periods of absence or
long leaves to maintain continuity and prevent disruptions in the student
experience.
3. Collaboration with Primary Mentors:
? Act as the central point of contact & buddies for Primary Mentors, providing
guidance, process support, and ensuring alignment with organizational goals.
? Facilitate smooth communication and coordination between mentors, parents,
and students when required.
4. Issue Resolution and Student Support:
? Ensure timely and effective resolution of student queries, escalations, and
concerns by collaborating with cross-functional teams.
? Proactively track tickets and feedback to identify trends, address gaps, and
ensure high service quality.
5. Emergency Coverage:
? Step in as the student's primary point of contact during mentor absences to
ensure there are no interruptions in their experience.
Key Metrics for Success:
? Net Promoter Score (NPS): Ensure consistent improvement in NPS for the assigned zone.
? Mentor Ratings: Maintain high mentor ratings by supporting student satisfaction initiatives.
? Ticket Resolution Time: Achieve timely resolution of student tickets within SLA timelines.
? Continuity Coverage: Seamlessly handle mentorship responsibilities during periods of absence by Primary Mentors.
Qualifications and Skills:
? Strong communication and coordination skills to manage multiple stakeholders centrally.
? Analytical mindset with the ability to use data to drive decisions and improvements.
? Prior experience in student mentorship, student engagement, or customer success roles
is preferred.
? Proficiency in tools for data tracking and ticket management.
? Ability to work collaboratively in a fast-paced environment.
Job Type: Full-time
Pay: ₹480,000.00 per year
Ability to commute/relocate:
Anna Nagar, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)
Language:
Tamil (Preferred)
Work Location: In person
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