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 rapid-paced, student-facing environment. ● 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)