Role - Student Session Coordinator - Intern | Operations - Full time
Job Summary
We are looking for a professional and empathetic Student Session Coordinator to join our counselling operations team. The coordinator will be the first point of contact for students joining virtual counselling sessions and will ensure a seamless experience by welcoming, verifying details, assigning students to counsellors, and resolving basic technical issues.
This role is critical to delivering a smooth 1:1 counselling journey for students while maintaining high operational efficiency.
Key Responsibilities
- Welcome students promptly and provide a short orientation about the counselling session.
- Verify student details before assigning them to counsellors.
- Manage student wait times and maintain session discipline when multiple students join.
- Allocate students to counsellors strictly as per lead cap and schedule.
- Escalate counsellor unavailability or delays to pod/branch leaders promptly.
- Guide students through basic technical troubleshooting.
- Maintain accurate logs of sessions, cancellations,
and technical drop-offs.
- Generate daily and weekly reports on attendance, allocation accuracy, and wait times.
Ideal Persona
- Excellent communication skills with a warm, professional approach.
- Ability to multitask and remain calm in a fast-paced, student-facing setting.
- Familiarity with video conferencing platforms (100ms, Zoom, Google Meet, etc.).
- Strong coordination and problem-solving skills, with quick escalation handling.
- Basic knowledge of troubleshooting audio/video/browser issues.
Performance Metrics
- Lead allocation adherence – 100% compliance with counsellor lead cap.
- Average student wait time – under 30 seconds.
- Escalation turnaround – within 5 minutes.
- Technical resolution success rate – at least 80%.
- Attendance and session reporting – 100% accuracy.
Perquisites for this role include:
- Work Location: Office (as per business requirement)
- Working Time: 11 AM to 8 PM
- Work Days: Monday to Saturday (Sunday off)