Tutor Engagement Manager
March 2022-November 2022
Duties & Responsibilities
Train, support, and mentor team of 15-20 Tutor Engagement Specialists
Remote management experience
Hire, train, develop and manage a team of 20+ TES
Assess and manage performance and engagement of direct reports
Assist to define and assure specialists adhere to defined internal controls
Impact the level of service and the team’s ability to meet quality, volume, and timeline objectives
Identify opportunities for improvement and assist in testing solutions for efficiency gains
Collaborate with other department leaders to identify opportunities for improvement
Support new business initiatives as they relate to fulfillment and building existing supply
Ability to effectively handle and de-escalate tutor situations with proper follow-up
Awards & Celebrations
Special education matches increased by 70% with new approaches and training
Launch and project management of Super Tutors initiative to reduce tutor turnover and increase higher-rated tutors for longer time periods
Restructure deliverables in a Google Site format for the entire Engagement department