Job Description
Company Summary
Learning Network is a growing, innovative, and customer-centric educational technology company. We seek creative and tenacious individuals to help us drive success through service.
Service is very important to us. At Learning Network, you will be among people who care about their customers and colleagues. We prioritize service by ensuring the details are done and done well - every time. We make promises, and we keep those promises. We recognize that our customers and employees don't have to choose us. As such, service is embedded deep within our culture - and providing white-glove service is an expectation of every employee.
At Learning Network, you'll be a part of something special. You'll sleep better knowing you make a difference by bringing the most innovative education to thousands of students. You'll do this amongst a supportive community of people who care. In return, you'll care. You'll show you care by being teachable, doing your job well, and valuing the relationships with your colleagues. You'll achieve your goals and play nicely in the sandbox with others while doing it. We don't do drama, and neither should you.
Working at Learning Network isn't for everyone. But for those who choose to commit to hard work, service, students, and colleagues, it's an incredibly rewarding experience.
Position Summary
We have an immediate opening for an Advisor Manager. In this role, you will lead a team of Supervisors and Advisors to provide high-quality, personalized support to students in an online school. This role requires you to lead a team ensuring each member maintains a high level of productivity that directly impacts student enrollment and retention in our schools.
To be successful, you'll need to be detail-oriented and initiative-taking. We need a broad thinker who can make suggestions, take constructive feedback with a good attitude and without pushback, and then go out and personally execute with diligence. If you like leading a high-performing enrollment team in a rapidly growing company, we're probably a good fit.
This position is full-time and work-from-home.
- Job Duties
- Serve all stakeholders with integrity, humility, and joy while consistently modeling the importance of both task competency and relationships;
- Participate in Company events, activities, and meetings with a smile and an infectious, great attitude;
- Recruit, train, inspire, and guide contact center Supervisors and Advisors to ensure goal achievement and maintain exceptional service quality;
- Actively manage ticket and text queues - both inbound and outbound - ensuring communication with families meet or exceed all service levels;
- Translate organizational objectives into individual performance targets and drive results to surpass expectations;
- Provide guidance and support to staff through frequent documented one-on-one sessions to address skill gaps, acknowledge progress, and enhance performance;
- Cultivate and sustain a positive, energetic work environment;
- Evaluate team requirements for training and support, and create process documents, job aids, sample calls, scripts, checklists, and other resources to meet those requirements;
- Utilize effective de-escalation methods when interacting with concerned families;
- Monitor progress and improvement in critical metrics such as contact rates, conversion rates, and retention rates, implementing effective strategies to achieve required outcomes;
- Utilize data to identify trends, draw conclusions, and report progress against goals; and
- All other duties as assigned.
- Essential Knowledge, Skills, and Abilities
- Strong interpersonal skills with the demonstrated ability to consistently lead and serve others with humility, kindness, empathy and joy;
- Strong focus on customer experience;
- Excellent organizational and analytical skills;
- Ability to excel in a fast-paced, high-energy, entrepreneurial, team environment while juggling multiple tasks and priorities;
- Proficiency with office productivity software like Google Apps and Salesforce;
- Exceptional time management skills, including the ability to meet deadlines and handle diverse priorities and tasks simultaneously;
- Ability to empathize with employees, colleagues, and customers using strong personal communication skills to advance company goals;
- Strict attention to detail; and
- Achieve daily performance metrics.
- Qualifications
- Bachelor's degree in Business, Education, Communications, Marketing, Organizational Leadership, or sufficient combination of education and work experience; and
- Minimum of five (5) years of contact center or education experience;
- Minimum of three (3) years of leadership experience, preferably in an education setting or within a call center back office (i.e., tickets, texts, chats) setting;
- Minimum of one (1) year of experience working with families in an educational setting preferred; and
- Ability to pass required background checks.
- Benefits
- Medical, dental, and vision employee coverage for as little as $1 each per month;
- Personal paid time off in addition to major holidays;
- Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance are all 100% paid by the employer; and
- 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 6% of employee earnings.
Work Location: Remote
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