Naijatutors Konnect

• Provide strategic, unified leadership across all internal operational nodes including Finance, Client Support, Desk Operations, and Session Monitoring. • Enforce strict organizational Service Level Agreements (SLAs) to guarantee 90% service tier compliance and a 95% live session success rate. • Direct and execute the internal Session Monitoring & Compliance Audit Structure to optimize platform metrics and eliminate operational drift. • Conduct systematic daily and monthly compliance audits of active customer service chats across Zoho Desk and WhatsApp to ensure absolute professional tone, formatting, and resolution quality. • Review, validate, and audit session monitoring records, tutor logs, and QA feedback parameters to ensure 100% data integrity for payroll validation. • Lead the transition from fixed staffing schedules to flexible, data-driven hybrid scheduling models utilizing predictive session analytics. • Optimize peak staffing coverage during critical high-volume windows to maintain risk-free monitor-to-session ratios. • Collate operational metrics to distribute weekly trend logs and comprehensive monthly insight reports. • Serve as the primary escalation point for critical system alerts, technical outages, and high-tier client or parent disputes. • Design, implement, and protect all automated dashboards, KPI structures, and operational assets as exclusive corporate intellectual property. • Uphold absolute neutrality, professional diplomacy, and institutional fairness across operational workforce interfaces.