Job Description:

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. 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. 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.