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Student Success Team Lead

Student Success – Cape Town, Western Cape
Department Student Success
Employment Type Permanent
Minimum Experience Mid-level

The Student Success Team Lead is the person responsible for leading and  supporting Success Managers. They manage the quality of support in pursuit of a goal of delivering stand-out CX. The Student Success Team Lead is the direct line manager to Success Managers and are responsible for driving and managing performance according to predefined quality standards, coaching interventions, service levels and productivity targets.

The Team Lead supports management in defining and refining processes through research and training, and is responsible for ensuring effective roll-out and adherence to team processes.  They manage communication within their team and ensure effective interdepartmental communication. They focus on the day-to-day operational management and support of designated team members.

Key responsibilities

Performance Management

  • Act as a direct line manager to designated Success Managers within the department and proactively manage, track and drive the performance of designated team members on a daily/weekly/monthly basis to ensure key performance indicators are being met

  • Provide daily and weekly reports on designated team members’ performance (quality and quantity) and team dynamics

  • Actively look to stretch team members’ performance

  • Ensure that team members are meeting and exceeding targets over time

  • Have a thorough understanding of the capacity of designated team members in relation to their performance

  • Manage daily/weekly/monthly Success Manager schedule adherence

Quality Assurance & Coaching

  • Weekly coaching with designated Success Managers to enhance their performance and drive development

  • Adherence to quality standards set out in the departmental Quality Assurance Framework

  • Oversee and provide quality assurance for communication and interactions with customers

  • Monthly reports on quality assurance and coaching outliers

  • Outlier Management planning in consultation with Talent

Operational Performance

  • Responsible for their team’s allocations 3 weeks prior to course start date

  • Ensure the correct adherence to internal and interdepartmental policies and procedures

  • Attend to student escalations and complaints

  • Is responsible for investigating incidents and escalating/reporting inline with the Incident Management Policy

  • Own course-specific communication to ensure that it aligns with, Learning Design Plans, University Partner’s and GetSmarter’s Brand Principles

  • Account for progress and quality of success strategies being implemented

  • Effectively and regularly communicate the vision and purpose of the Student Success Team and ensure alignment with all team members

  • Escalate all deviations to the Learning Design Plan

  • Responsible for the hiring, onboarding and offboarding of their designated Success Managers

Manage Student Success Team members

  • Manage a team of Success Managers

 

YOU’RE:

  • A holder of a relevant tertiary education preferably in education, communication, psychology, business or have a minimum of 2 years customer service experience

  • Experienced in performance management with a minimum of 1 year of people management experience

  • A critical and analytical thinker with strong problem solving abilities

  • Fluent in the English language (verbal and written)

  • Excellent writing skills for email communication and report writing  

  • Data literate

  • Proficient with Google Suite

 

Requirements

  • Willing to work outside of normal South African working hours (8 AM - 5 PM)

  • Reliable transport

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  • Location
    Cape Town, Western Cape
  • Department
    Student Success
  • Employment Type
    Permanent
  • Minimum Experience
    Mid-level
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