Operations Staff  

What you’ll do:

If hired, you will be placed in either of the positions below:

1. Operations Compliance

• Create, implement, and improve policies and processes geared towards enhancing and maintaining service quality of operations
• Monitor and document tutor performance and data trends
• Process and impose company policies
• Manage and improve operations and procedural manuals

Work Shift: Semi-flexible work schedule of any 9 hours between 7:00 AM – 7:00 PM

2. Operations Support

• Manage online/virtual communities for tutors
• Supervise daily operations and oversee part-time staff performance
• Interact with clients, resolve problems, and provide necessary information (via Skype, Email, Phone)
• Perform, organize, and streamline operational tasks to reduce the potential for errors
• Monitor for problems, taking immediate action where possible and escalating when required

Work Shift: Non-standard shift hours that will include weekends (4:00 AM to 1:00 PM and scheduled overtime)

3. Claims Management

• Assess the risk, validity, and gravity of the escalated claim
• Identify and execute the correct process to provide resolution on the claim while maintaining set Service Level Agreement
• Conducts proactive resolution and sound decision making on settling disputes based on company policies and protocols
• Analyzes trends and unusual cases and provide immediate recommendation/resolution
• Maintain proactive communication with clients to identify further engagement

What we’d like you to have:

• Graduate of any 4-year course
• Proficient in oral and written English
• Proficient in Microsoft Office (Word, Excel, PowerPoint)
• Must be highly objective & logical
• Can multitask and work under strict deadlines and schedules
• Target-oriented and hardworking

Not required, but very useful:

• Has exposure to Problem Solving, Project Management, and/or Project Coordination
• Work experience in a customer service industry is a plus