Customer Support Head

UTS (Universal Training Solutions) is an initiative from the management of MIT Pune Group of institutions in the year 2009; having its presence in Maharashtra through 10 campuses focusing on delivering quality education in Management, Medical, Engineering, Telecom and K12 segments spread across 1100 acres of land with an annual intake of over 50,000 students every year.

UTS is a pioneer in imparting comprehensive Online Education in India. With its large academic base it offers flexible Online courses, in alliance with Universities and Institutions, with end-to-end Online support that is focused on transforming ordinary to extraordinary, through its passion for excellence in education.

UTS provides complete solutions to the problems that are often faced by the learners while opting for online education. The unique UTS solution does away with the need for classroom learning with the entire curriculum delivered in an online mode via a Learning Management System (LMS), interactive content delivery via video sessions , on phone student counseling for both academic and administrative matters and tablet based content delivery for anytime anywhere consumption of the content. Examinations are held across the country via centers where the student comes in and takes online examinations.

UTS has its presence throughout the country through a network of 70 franchisee centers, along with a captive 300 seater call center at its HQ in Pune.

UTS is a learning resource provider to Universities and institutions such as MITSDE, Jaipur National University (JNU) and Assam Downtown University (ADTU).

It is now poised for aggressive expansion with new premium academic partners and is also focused on both the regulated and the non-regulated spaces. Growth plans include inorganic acquisitions, new partner launches, international expansion, new service offerings to existing partners and fine-tuning operational delivery.

It is to support these growth initiatives that UTS is looking for talent to come on board and take the company though a steady growth stage in the coming few years.

KAIZEN PE FUND has invested in UTS approx. 35 crores and would commit more if required for the next 4-5 years.

Head – Customer Service

The Head has to take actively part in planning, formulating and developing customer service policies and procedures.

Duties and Responsibilities:

- Define Customer Life Time Value (CLTV) strategy and implement a program designed to deliver on key Customer Satisfaction and Engagement Metrics.

- It will be the duty to take part in the sales related activities and rendering administrative support to all activities of sales like processing customer’s orders, keeping sales statistics, supplying product information, supplying price quotations, and related activities.

- Develop and Design metric dashboards that measure and track Student Engagement with the system.

- Manage a Team of Student Counselors and call center personnel to deliver on academic and administrative support to students.

- Dimensionalise, Organize and Rationalize team quality and quantity as needed.

- Manage team performance metrics.

- Be process focused and having a quality orientation with formal qualifications like Six Sigma will be an advantage.

- Ability to communicate across and work with cross functional teams.

- Harness the technology and platforms available over and above the call center to maintain student contact.

Desired Skills and Specifications:

- Minimum of 10+ years of relevant experience in the customer service industry managing both inbound and outbound teams.

- MBA post graduates required in operations/marketing along with the bachelor’s degree in any subject.

- The ideal candidate here will be a person who has done the required in a Telecom scenario or in other Service Engagements where Customer Lifetime Value Tool (CLTV) is at least a year with frequent hand holding and customer morale management is required.

- The person should be an excellent trouble shooter in the tough situations as well.

- He or she should be able to do the effective management so should have excellent Management skills.

- The other skills required are the solid communication skills and excellent interpersonal skills.

- He or she needs to be very honest and the ability to maintain customer confidentiality.

- The person needs to have the ability to think tactically and he or she should be able to identify significant success factors and utilize them.