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Team Lead, Learner Success
3 months ago
**Position Summary**:
The Learner Success Supervisor (LSS) will work with specified groups of Learner Support Advocates (LSA) on the Penn Foster Learner Success team to define and state expectations for their performance, providing real-time motivation and encouragement based on performance/efficiency statistics, examining the results of their team’s performance, and communicating the results to their team members, both individually and as a group.
The LSS will foster an open dialogue amongst the team so that representatives understand their team goals and how those goals support the mission of the company. Specifically, this person will work with their designated group to identify and adhere to specific metrics for designated job functions. They will empower their team members to make responsible business decisions and will balance professional and personal communication to help establish rapport and foster trust amongst the team. They will assist their team with the day-to-day technological and skill-based tasks necessary to achieve goals.
The LSS is an advocate for positive change, championing causes that benefit our students, our employees, and the company. They must lead by example and exemplify the Penn Foster Group Purpose, Promise, and Principles (PPP). They will manage interpersonal disputes on their team through mediation and, when necessary, corrective action. They will address personnel and attendance issues in a direct and respectful manner, and partner with other members of the management team to resolve these situations where appropriate. They will collaborate with fellow managers and with various departments within the Penn Foster Group to support positive transformation, while constantly prioritizing the needs of our learners.
This position will be a hybrid role in Chandler, AZ., working 3 days in-office weekly.
**Essential Job Functions**:
- Coach and develop a team of around 12-15 Learner Success Advocates who have the skills and tools to delight our student learners and exceed their expectations.
- Handle escalated situations to provide resolution while exhibiting the PPP.
- Collaborate with the Employee Development team to reinforce key coaching/training concepts. Evaluate/produce weekly/monthly reports on assigned projects and team, working with Employee Development/Managers to make process improvements, address areas of concern, etc.
- Meet regularly with team members, both individually and as a group, to discuss performance and provide motivation and encouragement as well as address personnel matters as appropriate.
- Analyze current workflow and process to identify immediate and long-term solutions for improvement.
- Collaborate with IT to address technical support for LSAs related to computer usage, phones, phone settings, programs, access issues, and other issues that may prevent LSAs from fulfilling their job duties.
- Track real-time data to manage staffing, including LSA login status, work volume, call volume, and make business decisions based on these statistics, including when to conduct training, when to offer overtime, when to offer voluntary time off, and when to provide developmental feedback to motivate their team members and drive performance.
- Manage team attendance, compliance, and payroll requirements
- Administer corrective action notices when necessary to address opportunities for development in areas such as performance, attendance, and personnel issues.
- Perform other duties or responsibilities as required or requested
**Knowledge, Skills, Abilities**:
- Associate’s Degree or equivalent supervisory/support work experience in a contact center environment
- Fluency in Microsoft platforms and demonstrated strong writing and presentation skills
- Detail-oriented & excellent time management skills
- Strong desire to implement meaningful change and to improve current processes and workflow
- Ability to work closely with all employees within the organization from front line to executive level
- Ability to handle multiple tasks simultaneously and effectively prioritize
- Works well under deadlines
- Ability to lead projects and drive them to closure (project management/process improvement experience preferred)
**About Us**: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of
