09/11 Kavita Chawla
DGM-HR at Basicfirst Learning OPC Pvt Ltd

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Basicfirst - Head - Customer Engagement (14-20 yrs)

Hyderabad Job Code: 862989

Basicfirst Learning Offers after School Tutoring and Test Prep through live Teaching, and a Comprehensive Curriculum Spanning from class 6 to 12, JEE Mains, JEE Advanced, NEET, NTSE Mathematical Olympiad to all Subjects courses in Secondary School. Basicfirst Learning is targeting an immediate $1.5+ Billion market, enabling a tremendous growth experience and wealth generation opportunity in a short time for a dynamic, out of the box thinker.

Basicfirst is looking for a Customer Engagement Head with a deep passion for re-inventing K-12 after School Tutoring, Test Prep education and a strong operational can do attitude.

We are looking for a skilled Head - Call Center or Customer Engagement Head Centre to plan and execute daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

Job Responsibilities:

- Build and grow Basicfirst's Call Center or customer Engagement Center (live teaching classes in Maths, English, Chemistry, Physics, Biology, Computer Science and Geography to school students from grade 6-12) for the All over World

- Build a demand engine using growth hacking driving multiple growth experiments across the region

- Own weekly/monthly revenue targets (New sales, renewals and customer Satisfaction)

- Develop from 0 to 1200 Sitting capacity with in a Year

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Explore new and cost-effective channels for student acquisition working with growth/ product/ tech team in India

- Work closely on a daily basis with Business Head for achieving Topline targets

Key Metrics:

- Net Booking Value (ARPU, No of paid students (new and renewals), refunds)

- Student Acquisition Cost

- Student NPS

- Assume responsibility of budgeting and tracking expenses.

- Hire, coach and provide training to personnel to maintain high customer service standards.

- Monitor and improve ordering, telephone handling and other procedures

- Evaluate performance with key performance indicators.

- Responsible for Lead / Revenue Generation and Customer Services.

- Responsible for Real-Time Reports and MIS

Skill Required:

- Multi-Dimensional, "Growth Hacker" with funnel optimization experience; Strong sense of ownership and relentless in pursuit of growth

- Proven experience as Call Center Head or similar position

- Performance and results-oriented, self-starter, structured thinker and problem solver

- Experience of managing systems and processes driven growth

- Entrepreneurial mindset with hands on experience of building a new business

- Good understanding of regional market and sharp insights in consumer psyche

- 10+ years of P&L management experience

- Ability and experience of managing a team of super stars

Women-friendly workplace:

Maternity and Paternity Benefits

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