Hiring || Lead Operations

5 days ago

Noida, India Ncr Eduservices Full time

Job Title: Lead Operations (International)

Location: Remote (Work From Home)
Employment Type: Full-time
Shift Duration: 9 hours/day
Working Days: Monday to Friday (Saturday & Sunday Off)
Experience Required: 2-5 years

About Us

NCR Eduservices, a leading provider of educational services, delivers a comprehensive suite of solutions including e-tutoring, content development, academic delivery quality management, and extensive back-office support. Dedicated to addressing challenges for educational organizations, instructors, and learners through innovative strategies, the company is focused on enhancing education quality and accessibility.

About the Role

We are seeking a Lead Operations (International) to oversee the seamless delivery of online sessions and ensure the highest standards of tutor performance and student support. The role involves tutor quality control, helpdesk management, and operational troubleshooting, with a strong focus on responsiveness, accuracy, and SLA adherence. This is a high-responsibility position requiring strong communication, problem-solving, and multitasking abilities in a fast-paced environment.

Key Responsibilities

Tutor Quality Control

  • Monitor and evaluate tutor sessions using pre-defined QC templates.
  • Document observations and maintain accurate QC records.
  • Share timely feedback with tutors for continuous performance improvement.

Helpdesk Support & Operations

  • Respond to parent, student, and tutor queries via email using approved templates.
  • Monitor Slack channels to address support requests, urgent queries, and technical issues in real time.
  • Provide technical support to tutors, including last-minute substitutions and troubleshooting.
  • Assist students with scheduling, group changes, and technical concerns.
  • Handle parent inquiries professionally, ensuring prompt resolution and updates.

Shift Structure & Coverage

Each team member works one 9-hour shift:

  • 5:30 PM IST - 2:30 AM IST (Mon-Fri)
  • 9:30 PM IST - 6:30 AM IST (Mon-Fri)
  • 1:00 AM IST - 10:00 AM IST (Mon-Fri)

Performance Metrics

  • Response Time: Meet or exceed SLA timelines for Slack & email queries.
  • Resolution Time: Resolve requests within agreed TATs.
  • Quality Standards: Ensure professionalism, accuracy, and adherence to approved communication tone.

Qualifications & Skills

  • Bachelors degree or higher (mandatory).
  • 2–5 years of relevant experience in academic support operations and International processes as well.
  • Hands-on experience with Airtable or (preferred).
  • Excellent written and verbal communication skills in English.
  • Strong problem-solving, multitasking, and troubleshooting abilities.
  • Familiarity with Slack, email clients, and online collaboration tools.
  • High level of ownership, accountability, and attention to detail.

Application Process: Ready to drive your career to new heights? Here's how to apply:

  • Send your updated resume to

Regards,

Kirtika Sharma

Team Lead-HR & Operations

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