Student Recruitment Advisor

General Responsibilities

Under administrative leadership, it is the responsibility of the counselor to participate in the planning, development, implementation and evaluation of counseling and student development that will result in educational, personal and support advancement of the vision, mission and values of UPES.

Specific Responsibilities

A. Educational Counseling
- Counsel and advice students, individually, on issues related to planning an academic program, choosing an educational or career goal.
- Providing information about various course to the students and guiding them about the best course, which will be suitable for them.
- Counsel and advice students in making career related decisions, assist students in the use of existing resources for learning about careers of interest to them and assist with programs and services related to placement activities.
- Counselor is responsible for providing educational guidance and assistance for students by planning schedules, recommending courses and determining appropriate education solutions for different types of students.
- Helping the students understand their skill sets and provide ways to utilize it.
- Assist students in the development of their individual educational plans and goals.
- Provide individual counseling to assist students in resolving personal problems.
- Counsellors work in confidential settings with individuals who are experiencing personal difficulties, to help them overcome their problems and to make appropriate changes to their life.

Mode of Communication
- Counselor would primarily be responsible for end-to-end closure of leads.
- Answering incoming calls and making outbound calls to potential customers and represent UPES as an organization, thus ensuring successful closures.
- Lead generation through inbound and outbound calls to potential customers.
- Create a sales funnel by doing appropriate follow-ups and lead nurturing.
- Captures all information according to the Standard operating procedure.
- Deliver prepared scripts that describe our work and delivery standards in order to persuade potential customers to enroll.
- Effectively manage and resolve customer complaints.
- Work with the team in achieving organizational goals.
- Takes/ makes calls in the assigned time duration, which is 540 minutes in day (9-hour log in time & 1-hour break). Min 480 min would be spent in customer facing/call taking unless the agent is in OJT/Outlier Management/Attends feedback sessions or other planned activities needing time investment.
- Captures 100% customer information and tries to resolve the issue.
- Logs in all cases and provides accurate information to the customer.
- Maintains the performance parameters, which would be informed time to time and has to be within the compliance boundaries and to the quality standards of UPES.
- The counselor logging hours include one-hour break. One hour break is to be utilized post approval or as per schedule only. The breaks are defined into different category like meal break of 30 minutes, 2 coffee breaks of 15 minutes each. Exceeded break may lead to the agent being marked half day.
- The counselor is also given appropriate coaching and counseling when the performance is not trending as per process-defined norms, which are critical, process non compliances/escalations from TLs/ managers etc.
- All leaves to be planned and approved by Supervisor before a counselor proceeds on any leave other than sick leave/emergency situations where Supervisor is kept in loop and management been informed through the Supervisor.

B. Professional Development
- Continue to develop professional skills and knowledge.
- Participate in planning, developing and implementing team development programs.

C. Evaluation
- Participate in evaluation of counseling services and programs.
- Participate in the follow-up of students relative to educational goals.
- Participate in student orientation and registration.