Company descriptionAt Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.Position Summary:Reporting to the Lead Nurture Supervisor, the Lead Nurture Team Lead will support enrollment activities by acting as the first point of contact for Lead Nurture agents. The Team Lead will be responsible for supporting the Lead Nurture Agents by providing daily workflows, speaking with escalated caretakers, tracking productivity and coaching. A successful Team Lead will be able to excel at identifying the needs of their pod. They should be able to provide clarifying program information to agents assisting prospective families and assist them with making an informed decision about their student(s) education. Team Leads should also keep customer satisfaction at the core of every behavior they demonstrate.Primary Responsibilities:
Under the direction of the Lead Nurture Supervisor, organizes team efforts to exceed new app goals and conversion rates
Analyze reports/dashboards related to the day-to-day operations and overall productivity of the team to improve accuracy in forecasts and to drive performance
Assist with training and nesting of new hires
Monitors performance and identifies areas for team growth and individual development
Under the direction of the Lead Nurture Supervisor, provide coaching and support to Lead Nurture F in lead management, quality communication, forecasting and performance
Assist Lead Nurture Supervisor with check-ins and coaching as needed
Thoroughly documents coaching and training
Actively participate in weekly meeting rhythms being prepared to discuss performance data, prospective applicant concerns, and creative solutions to enhance team performance
Requirements:
Minimum one year direct outbound call experience
Must be willing to work evenings until 9:00 pm EST and weekends
Prior school enrollment/registration experience a plus
Prior experience with Salesforce preferred
Bachelor’s degree preferred
Experience in customer service and team environment with strong customer service skills
Professional phone etiquette
Strong oral and written communication skills, organizational skills, multitasking skills, and time management skills
Proficient in Microsoft Office
Ability to pay close attention to detail
Flexibility and the ability to work in a fast-paced work environment
Highly organized and self-motivated
Exceptional interpersonal skills and proven positive attitude
Must be a customer-focused, team player
Pearson Virtual Schools is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide our employees with the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to the privacy of records, technology standards, equipment standards and expectations.The following equipment will be provided to you by the company as a full-time employee:
Laptop and phone
Headset
Key Capabilities:Customer Centric – Acts with a strong customer mindset (both internal and external) and i a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support.Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities.Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State, and New York City laws, the pay range for this position is as follows:The full-time salary range is between $20/hr. - $21.45/hr.This position is not bonus eligible, and information on benefits offered is here.What to expect from PearsonDid you know Pearson is one of the 10 most innovative education companies of 2022?At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected] that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.Job: CUSTOMER SERVICEOrganization: Virtual LearningSchedule: FULLTIMEWorkplace Type: RemoteReq ID: 16553#location