Educate Girls
**Job Description: Manager – Help Desk at Educate Girls**
**About Educate Girls:**
Educate Girls is a non-profit organization established in 2007, focusing on mobilizing communities for girls’ education in India’s rural and educationally backward areas. The organization operates across Rajasthan, Madhya Pradesh, Uttar Pradesh, and Maharashtra, with a scalable, replicable, and sustainable program model based on India’s ‘Right to Education Act’. Since inception, Educate Girls has enrolled over 1.4 million Out-of-school girls (OOSG) and impacted over 18.6 million beneficiaries through its programs. The organization aims to build one of the largest second-chance programs for adolescent girls and young women, known as Project Pragati, targeting 10 million lives in the next decade.
**Job Location:**
The role is based in India, with a focus on Rajasthan, Madhya Pradesh, Uttar Pradesh, and Maharashtra.
**Role Summary:**
The Manager – Help Desk will oversee the Help Desk operations to ensure effective communication with stakeholders, beneficiaries, and program teams. This role involves managing a team responsible for gathering qualitative and quantitative data, analyzing program performance, and identifying areas of improvement through direct outreach. The position is critical to maintaining program accountability and ensuring that beneficiaries experience the intended impact.
**Key Responsibilities:**
1. **Help Desk Operations Management:**
– Oversee day-to-day operations of the Help Desk team to ensure seamless execution of all activities.
– Design and implement efficient workflows for data collection, feedback, and reporting.
– Ensure accurate and timely communication with stakeholders, including program beneficiaries, community members, and field staff.
2. **Team Leadership:**
– Recruit, train, and mentor Help Desk team members to achieve operational excellence.
– Assign and monitor team tasks to meet organizational objectives and deadlines.
– Conduct regular team meetings to review progress, address challenges, and plan for improvements.
3. **Data Collection & Analysis:**
– Ensure that the Help Desk collects reliable qualitative and quantitative data from stakeholders.
– Develop data collection tools and scripts in collaboration with the Monitoring and Evaluation (M&E) team.
– Oversee data entry, cleaning, and validation processes to ensure data accuracy.
– Prepare periodic reports with insights derived from Help Desk data to support decision-making.
– Share actionable feedback with relevant departments to improve program delivery.
– Highlight trends, challenges, and success stories observed during stakeholder interactions.
4. **Stakeholder Communication and Engagement:**
– Establish protocols for stakeholder outreach, including calls, follow-ups, and grievance handling.
– Monitor interactions to ensure they are professional, respectful, and aligned with Educate Girls’ values.
– Address escalations and unresolved queries from stakeholders.
5. **Quality Assurance & Compliance:**
– Maintain compliance with organizational policies and protocols for data privacy and security.
– Conduct regular audits of Help Desk operations to ensure quality and efficiency.
– Introduce innovative practices to enhance Help Desk services.
**Qualifications:**
– Bachelor’s/Master’s degree in Social Sciences, Management, or a related field.
– Minimum 5-7 years of experience in managing a help desk, customer support, or similar role in the development or corporate sector.
– Proven experience in managing teams and working with diverse stakeholders.
– Strong understanding of data collection methods and tools (qualitative and quantitative).
– Proficiency in computer applications, including Windows and Microsoft Office (Outlook, Word, PP, Excel).
– Reading, writing, and spoken proficiency in Hindi and English are mandatory.
– Excellent interpersonal skills with experience in managing relationships across diverse teams and stakeholders.
– Willingness to multi-state travel frequently (3-5 days per month) for field observations, training, and operational support.
**Attributes:**
– Passionate about the cause and alignment with Educate Girls’ Core Values: Integrity | Collaboration | Gender Equality | Empathy | Excellence.
– Strategic Vision: Capable of seeing the big picture and aligning Training goals with Pragati program impact.
– Problem-solving mindset with attention to detail.
To apply for this job please visit www.educategirls.ngo.
