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Program Advising Manager
2 months ago
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 Program Advising Manager for the University of the People.
University of the People (UoPeople) is the first non-profit, tuition-free, American, accredited, 100% online university. 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.
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.
REPORTS TO: Sr. Manager for Program Advising
SALARY: 5 LPA to 9.8 LPA per annum
WORKING DAYS: 5.5 Days a week (2-3 days a week work from office)
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
- Responsible for the overall functioning of the Program Advising team.
- Own and oversee end-to-end performance including service quality, goals achievement and process improvement.
- Thoroughly understand the university processes and be up to date with all the changes and modifications.
- Continually improve students experience throughout all channels of communication
- Identify creative solutions to challenges as they arise
- Ensure that staff are aligned with university policies and code of behavior.
- Create a culture of high-performance and continuous learning and improvement within the department.
- Performs other related duties as assigned.
KEY COMPETENCIES
- A minimum of 3 years’ experience as a manager in a service/ contact center
- Proven experience with service/ contact center 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 in a Global online Edtech startup is a big advantage
- Experience with contact center management.