Tutor Operations Support

ABOUT THE ROLE

We are looking forLesson Supportthat will assign tutors to lessons, monitor schedules, complete tutor profiles, real-time lesson monitoring, and resolve tutor issues. The successful candidate must have attention to detail, long-term thinking, be open to feedback, be highly communicative, reliable, punctual, and have reasonable familiarity with Google Sheets and Excel. The role requires working in a shifting schedule, either in the morning or graveyard shift. Your contribution to the team is to demonstrate that Edge Tutors are managed effectively by the in-country operations team to ensure their reliability and quality.

DUTIES & RESPONSIBILITIES

• Lesson Management:

• Assign tutors to lessons efficiently within the ClassIn system.

• Monitor scheduling to ensure timely classroom creation.
• Proactively monitor lessons in real time, identifying and resolving potential issues.
• Coordinate swift tutor substitutions to prevent missed lessons, absences, late arrivals, and early departures.

• Tutor Support & Engagement:

• Assist in completing and activating tutor profiles in YoCoach, ensuring they meet our internal standards.

• Communicate regularly with tutors via ClassIn Group Chat, Facebook Messenger, and phone to confirm attendance and prevent delays.
• Provide responsive, personalized, and effective support to resolve tutor issues (technical, platform, process-related) via chat, calls, and emails.
• Communicate processes, protocols, and rules to tutors, helping us achieve our service agreement goals.

• Data & Reporting:

• Complete daily incident reports, documenting all occurrences.

• Produce schedules and other documents to keep clients updated on tutor assignments.
• Accurately record booked classes in our lesson credit tracker.
• Continuously audit data sources to maintain accuracy and reliability.
• Develop and implement monitoring tools for tutor reliability and attendance.
• Record instances that may lead to tutor penalties.
• Conduct technical checks with tutors to ensure their readiness to teach.
• Collect data on tutor teaching environments to assess overall technical preparedness.
• Generate comprehensive reports on ended lessons, booked lessons, instances of "four harms" (missed lessons, absences, late arrivals, leave entry), tutor inquiries, and response times.

QUALIFICATIONS:

• Minimum of 5 years of teaching experience in ESL, with at least 2 years in a support or administrative capacity.

• Knowledge & Skills:

• Strong understanding of ESL instructional methods and curriculum design.

• Proficiency in Google Sheets and Microsoft Excel for data analysis and reporting.
• Excellent organizational and multitasking abilities.
• Exceptional written and verbal communication skills.
• Highly detail-oriented with a strong focus on quality assurance.
• Familiarity with online teaching platforms and attendance tracking systems.
• Ability to work collaboratively and build positive relationships with tutors and staff.
• Commitment to maintaining high standards in ESL education.
• Highly communicative, reliable, punctual, open to feedback, and capable of long-term strategic thinking.

WORK SET-UP AND REQUIREMENTS

• Schedule: Shifting schedule, including morning, mid, and night shifts. We require candidates who can demonstrate flexibility and adapt to schedule changes as needed for urgent situations or business requirements.
• Workdays: Five-day workweek with two rest days.
• Location: Fully remote
• Device: Desktop/laptop with Intel i5 (10th gen) or 8GB RAM or higher
• Internet Connection: Minimum 25 Mbps internet speed with backup connection
• Alternative power source: Backup power supply for at least 8 hours

BENEFITS & PERKS:

• Work from Anywhere: Embrace full flexibility with a 100% remote work environment.
• Time to Recharge: Benefit from 30 vacation days per year to support your work-life balance.
• Guaranteed Bonus: Receive your 13th-month pay bonus as part of our compensation package.
• Health & Well-being: Comprehensive healthcare coverage for you and one dependent, with benefits starting after 30 days.