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Program Operations Specialist

Program Operations Specialist

beBeeManagerDindigul, Tamil Nadu, India
5 days ago
Job description

About the Role :

We are seeking an experienced Team Manager to oversee program operations, manage learner support, and drive team performance.

The ideal candidate will have strong communication skills, be results-driven, and thrive in a fast-paced, dynamic environment.

Main Responsibilities :

  • Lead team performance and conduct regular discussions to address performance issues, data analysis, and goal setting.
  • Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.
  • Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.
  • Oversee process deviances and work towards fixing issues.
  • Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.
  • E nsure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.
  • Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).
  • Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.
  • Track and manage the daily working schedules of team members to ensure optimal staffing and operational efficiency.

Requirements :

  • Bachelor's degree or equivalent qualification required.
  • Proficiency in Microsoft Excel is essential.
  • Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership / management capacity.
  • Proven track record of managing a team, driving performance, and handling escalations effectively.
  • Experience in monitoring SLAs and key business quality metrics.
  • Technical proficiency in project management tools and learning management systems (LMS).
  • Strong problem-solving and organizational skills.
  • Excellent written and verbal communication skills in English.
  • Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.
  • Prior experience in the EdTech industry or online learning programs.
  • Familiarity with reporting tools and performance dashboard management.
  • Experience in process optimization and continuous improvement strategies.
  • Willingsness to work in rotational shifts (24x7), with 2 days of weekly-offs.
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    Program Specialist • Dindigul, Tamil Nadu, India