Lead Tutor Operations Specialist
Varsity Tutors is building a global on-demand expert network and is on a mission to help people learn by seamlessly connecting experts and learners in any subject, anywhere, anytime. The Lead, Tutor Support will support a team of Operations Support Specialists providing platform support and tutor engagement responsibilities. This role will serve different aspects of market operations connected but not limited to tutor accounts and the live learning platform. We are looking for candidates with an interest in working in a fast-paced, mission-driven environment. The ideal candidate easily adapts to the needs of the organization, is a problem solver and self-starter, and has a passion for fulfilling our company's mission of helping people learn.
Qualifications:
2+ years of experience with customer service, tutoring, and/or managerial experience
Excellent English verbal and written communication skills
Strong analytical and problem-solving skills
Ability to work independently and prioritize work
Ability to work evenings and weekends
Responsibilities:
Assess and understand the needs of clients and tutors
Demonstrate a high level of administrative skill, (i.e. making tracking documents; generating timely reports to facilitate workflow; identifying and triaging potential roadblocks to success, etc.)
Resolve tutor concerns to create an optimal tutoring experience
Communicate across teams to ensure successful implementation and client success
Identify areas needing additional support and direct team resources appropriately
Address escalations in a timely, professional, and thorough manner and appropriately escalate to managers when necessary
Provide support and answer questions for Operations Support Specialists when manager is not available
Work as "Manager on Duty" on weekends as assigned by manager
Demonstrates accountability for work and results
Very comfortable with ambiguity, able to pivot to meet the needs of the business
Monitor team pace to SLA goals
Evaluate and coach team members to ensure they meet quality expectations
Help the manager run team meetings
Apply acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of widely varied scope and complexity
Continues to acquire higher-level knowledge and skills
Exercise judgment within defined guidelines and best practices to resolve issues and/or make working decisions within the area of specialization
Impact the quality of own work and the work of others on the team
Assist with training of new OSS as directed by management
Collaborate with others to support testing, projects, and data collection
Leadership Principles and Culture:
Builds Teams: Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow.
Thinks Big: Sets ambitious and audacious goals and is willing to consider boldly different solutions to achieve them.
Insists on High Standards: Recognizes that yesterday's extraordinary is today's ordinary. Identifies and articulates high standards and pushes themselves and the teams to reach them.
Possesses a Bias for Action: Recognizes that most decisions are not one-way doors and demonstrates strong bias for speed, but makes decisions and acts with the speed that is appropriate to the circumstances.
Builds Trust: Establishes trust, even with those who think differently. Actively listens, seeks to understand, and is kindly candid in conversation. Humbly owns mistakes, even when it's uncomfortable.
Goes Deep: Understands the details and audits frequently. When inconsistencies exist between expected results and anecdotes, tenaciously digs into why. Rolls up their sleeves and do what's needed.
Has Conviction: Insists on having the conversation "in the room" and actively participates, even when it's exhausting. Does not capitulate for the sake of consensus, nor "pocket vetos" decisions. Fully committed once a decision has been made.
Delivers Results: Leaders identify what needs to be accomplished and deliver quality, timely results. When setbacks occur, leaders persevere and overcome.
Is Right, a Lot: Most decisions and suggestions prove to be correct, given a situation's context, when judged over time.
Apolitical: Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.
Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)
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