Senior Associate - Operations - Government Partnership

# Job Title: Senior Associate - Operations - Government Partnership **Job Location:** Gurgaon **Experience:** 1-2 years **Job Type:** Full-time ## About Filo *Imagine a world where every student had a personal teacher available to them in seconds, whenever they needed, 24x7* Filo is the world's only online instant live tutoring platform built to bring the power of one-to-one high-frequency learning to students from all backgrounds. With Filo, a student is never stuck while studying and can connect to a teacher for a live one-to-one video session within 60 seconds at a click of a button, 24x7. More than 5 million students across 25 countries have leveraged Filo in their day to day learning. Having won 5 National Awards from the government of India, Filo is one of the most leading education products in the public education sector. Filo takes care of any gaps in a student's understanding throughout the year, making their daily learning process extremely effective. Which is reflected in their academic performance in a short period of time. Since students are the ones setting up the agenda for these instant-classes, it works as per every student's pace and understanding. Teachers are instantly matched by Filo's patented algorithms from 60,000 Filo experts based on the student's profile and needs. **With Filo, students can:** - Connect to a live teacher over a one-to-one video call, in under 60 seconds, 24x7 - yes even at 4 a.m. on Sunday - Unblock their learning whenever they are stuck while self-studying at home - Completely remove the problem of ‘shyness’ among students - Inculcate a habit of asking questions in a personal one-to-one setup - Improve performance by learning what they need at their pace - Build confidence among students for peer conversations ## Job Summary We are looking for a Senior Calling Associate with 1–2 years of experience in calling or a similar role. The candidate should have prior experience in handling a team and managing day-to-day calling operations. The role involves monitoring team performance, guiding team members, and ensuring smooth execution of calling activities. The candidate should have strong communication, leadership and problem-solving skills. ## What you'll do - **Team Handling:** Manage a team of calling associates and ensure smooth coordination of daily activities. - **Performance Monitoring:** Track team performance and ensure assigned calling targets and productivity goals are achieved. - **Team Guidance:** Provide regular guidance, feedback and support to team members to improve their performance. - **Calling Operations:** Oversee daily calling activities and ensure effective communication with students and parents. - **Quality Management:** Monitor call quality and ensure professional and effective communication during customer interactions. - **Training & Development:** Support new and existing team members by helping them improve their calling approach and communication skills. - **Reporting:** Maintain daily team performance reports and share relevant updates with the concerned team. - **Issue Resolution:** Identify challenges faced by team members and help resolve operational issues effectively. - **Follow-ups:** Ensure timely completion of required follow-ups and maintain consistency in daily calling activities. ## What we're looking for - **Team Handling Experience:** Prior experience in managing or supervising a team is required. - **Communication Skills:** Strong verbal communication skills in Hindi and English with the ability to communicate confidently and clearly. - **Leadership Skills:** Ability to take ownership, guide team members and maintain a positive working environment. - **Target-oriented Approach:** Ability to work with defined targets and maintain consistent team productivity. - **Problem-solving Skills:** Ability to identify issues quickly and take appropriate action to resolve them. - **Data & Reporting:** Basic knowledge of Excel/Google Sheets for maintaining performance records and preparing reports. - **Technology Proficiency:** Comfortable using calling tools, mobile applications, web applications and basic digital platforms. - **Adaptability:** Ability to work in a fast-paced environment and manage multiple responsibilities effectively. - **Work Schedule:** Willingness to work 6 days a week, Monday to Saturday. - **Location:** Willingness to work from the Filo Gurugram office.