Helpline Executive

About Sampark Foundation: Impact & Scale 

Sampark Foundation is dedicated to revolutionizing education through innovative solutions that empower educators and uplift students in underserved communities in India. Recognized globally for our impactful initiatives, we strive to foster educational excellence and sustainable development. 

The Unsolved Problem 

In India, the government-led primary school education system faces numerous challenges, resulting in poor learning outcomes for over 100 million children attending more than 1.4Lakh schools. Both third-party research and our assessments indicate that most children, even in grade 5, struggle with basic skills such as addition, subtraction, and constructing simple sentences in their local language. Despite the government's doubling investment in education over the past decade, learning outcomes have continued to show a concerning decline. This underscores the pressing need for an innovative approach to bring about widespread transformation in learning outcomes. 

$1 Innovation 

Sampark Foundation was founded by Anupama Nayar and Vineet Nayar (Former Vice Chairman and CEO of HCL Technologies and Author of Employees First Customer Second) with the belief that “frugal innovation” along with relentless execution in partnership with the government can drive large-scale change in learning outcomes. This thought led our founders to give up whatever they were doing in 2013 and dedicate their lives to leading this change. Design thinking with a focus on innovation in classroom transactions gave birth to Sampark Smart Shala TM, which is a learning outcome-focused initiative that uses a sound box with a voice mascot called “Sampark Didi” along with music and songs to teach English using LSRW and whole language approach, Innovatively designed TLMs to teach Math from concrete to abstract, BOT enabled mobile App for teachers that works without internet and multimedia fun workbooks with QR codes for children at less than $1 per child per annum. 

The 1.8+ Crore Impact 

Our journey of learning by working with 1.4 Lakh+ rural schools, 1.8+ Crore children in 8 states (Chhattisgarh, Jharkhand, Haryana, Uttar Pradesh, Himachal, Uttarakhand, Maharashtra & Rajasthan) is just that – a learning journey – because problems at scale can only be solved with patience, perseverance, and lots of passion. Today we train 5 Lakhs+ teachers each year at block level and they are our true partners of change and responsible for the encouraging results we have seen through third party assessments. 

Visit us: https://www.samparkfoundation.org/ 

Join Us as the Helpline Executive in Our Mission! 

As a Helpline Executive at Sampark Foundation, you will be instrumental in shaping and executing communication strategies that amplify the Foundation's impact in the education sector across India. This position requires a dynamic individual with a passion for storytelling, a deep understanding of education issues, and the ability to engage diverse stakeholders. 

Responsibilities 

• Call Handling & Communication 
• Attend inbound and outbound calls promptly and courteously. 
• Maintain a professional, empathetic, and supportive tone while interacting with teachers, Sparks, and stakeholders. 
• Accurately document queries, feedback, and resolutions in the system. 

• Query Resolution & Follow-up 
• Provide accurate information about Sampark-TV, content usage, and technical support. 
• Resolve teacher’s queries effectively within defined timelines. 
• Escalate unresolved issues (Raising tickets) to the concerned team and ensure proper follow-up until closure. 

1. Data Management & Reporting 

• Record all call details, issue types, and resolutions in the helpline tracker. 
• Maintain data accuracy and consistency in daily/weekly reports. 
• Share key trends, recurring issues, and user feedback with the Manager. 

• User Engagement & Awareness 
• Encourage teachers to use Sampark-TV and support them in navigation or installation. 
• Promote new features, updates, and campaigns (like iSpark, Top Teachers or AI rollouts) during calls. 
• Collect testimonials and success stories where relevant. 

• Performance & Quality Assurance 
• Meet daily and weekly call targets (inbound/outbound). 
• Maintain high-quality communication standards as per scripts and guidelines. 
• Participate in regular training sessions for content, product, and communication skills. 

• Coordination & Feedback Loop 
• Coordinate with district Sparks or program teams for field-level follow-up when needed. 
• Share feedback from teachers or Sparks that can improve product design or training support.