The Student Success Team Lead is the person responsible for leading and supporting Success Managers. They manage the quality of support in pursuit of a goal of delivering stand-out CX. The Student Success Team Lead is the direct line manager to Success Managers and are responsible for driving and managing performance according to predefined quality standards, coaching interventions, service levels and productivity targets.
The Team Lead supports management in defining and refining processes through research and training, and is responsible for ensuring effective roll-out and adherence to team processes. They manage communication within their team and ensure effective interdepartmental communication. They focus on the day-to-day operational management and support of designated team members.
GetSmarter offers a high-energy work environment that’s both challenging and fun. We work hard, but our office is a social place. We believe that a community of motivated, healthy and happy employees is key to a thriving team. This is why we place huge importance on the culture at GetSmarter and creating an environment that brings out the best in our team.
GetSmarter offers a comprehensive benefits package:
Act as a direct line manager to designated Success Managers within the department and proactively manage, track and drive the performance of designated team members on a daily/weekly/monthly basis to ensure key performance indicators are being met
Provide daily and weekly reports on designated team members’ performance (quality and quantity) and team dynamics
Actively look to stretch team members’ performance
Ensure that team members are meeting and exceeding targets over time
Have a thorough understanding of the capacity of designated team members in relation to their performance
Manage daily/weekly/monthly Success Manager schedule adherence
Weekly coaching with designated Success Managers to enhance their performance and drive development
Adherence to quality standards set out in the departmental Quality Assurance Framework
Oversee and provide quality assurance for communication and interactions with customers
Monthly reports on quality assurance and coaching outliers
Outlier Management planning in consultation with Talent