Location
Work from home | India
Job description
Market Operations: Lead
Leads within Market Operations of Nerdy oversee a variety of types of work including monitoring performance, and providing technical and tutor support for sessions, payroll, and profiles. The ideal candidate is excited to help monitor key operations of our business while also helping identify how our tools and systems can improve the tutor and learner experience.
Qualifications:
- Bachelor’s degree required or equivalent years of experience working in a customer service, or support role.
- Experience working with Independent Contractors and 3rd party staffing companies is a plus.
- Experience tracking system and personnel performance
- Experience doing independent project or audit work where process may be undefined
- Very comfortable with ambiguity, able to pivot to meet the needs of the business
- Prior customer service, tutoring, and/or support experience
- Excellent verbal and written communication skills
- Strong analytical and problem solving skills
- Ability to work independently and prioritize work
- Strong customer service skills
- Ability to work evenings and weekends
- Requires minimal supervision
- Meeting and/or exceeding expectations in all performance metrics
Responsibilities:
- Monitor and ensure the effectiveness of automated systems and teams as they complete daily functions in your assigned area
- React to changes in key metrics (such as SLAs and work rates and work volume) using existing levers to ensure work is completed (additional shifts, system setting changes, SOP changes)
- Identify optimizations and improvements to systems for key workstreams (automation, quality, tutor experience)
- Assess and understand the needs of our clients and tutors
- Communicate across teams to ensure all key operations are aware of changes or running smoothly (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 the Global Team
- Provide and support training and coaching for the Global Team
- Resolves issues and/or makes working decisions within area of specialization
- Facilitate coaching sessions with team and help run team meetings
- Facilitate communication between clients, Varsity Tutors, and instructors
- Exercises judgment within defined guidelines and best practices to determine appropriate action
- Impacts quality of own work and the work of others on the team
- Assists and supports TOS team with testing as directed by management
Varsity Tutors Leadership Principles:
Relentless Focus on Customers | Comfort with Ambiguity | Ownership | Simplify | Intellectual Curiosity | Build Teams | Think Big | Insist on High Standards | Bias for Action | Build Trust | Go Deep | Have Conviction | Deliver Results | Are Right, a Lot
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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