Edtech.com's Summary

Pearson is hiring a Lead Nurture Supervisor. This role involves overseeing the Lead Nurture team to manage daily operations and ensure prospective families understand the value of virtual schooling. The supervisor will optimize team efficiency, quality, and outcomes while maintaining comprehensive knowledge of enrollment processes across schools.

Highlights

Manage daily operations, including performance and productivity of the Lead Nurture team.
Assist with interviewing, hiring, and supervising staff members.
Conduct employee development through coaching and mentoring.
Track and report team metrics to meet lead conversion rate goals.
Ensure compliance with company policies and handle disciplinary actions.
Maintain knowledge of enrollment requirements, caps, and deadlines.
Proficient in Salesforce, Microsoft Excel, and Google suite.
Requires a Bachelor's Degree or equivalent experience with 1+ years of supervisory experience.
Minimum full-time salary is $50,000, eligible for annual incentive program.
Work evenings until 11 EST and weekends from 9 EST - 6 EST.

Lead Nurture Supervisor Full Description

Lead Nurture Supervisor

USA

Job: Customer Success
Schedule: FULL_TIME
Req ID: 19891

Company description

At 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 Manager, the Lead Nurture Supervisor will oversee the daily workflow and operations of the Lead Nurture team. The Lead Nurture team consists of inbound, outbound and chat lead nurture specialist who communicate with prospective families to ensure they understand the value of virtual schooling and have all the information to make an informed decision about their student’s education. The Supervisor will be responsible for managing the workflow and performance of the Lead Nurture Team to optimize efficiency, quality, and outcomes. The Supervisor will maintain a thorough knowledge of enrollment requirements for each school, with an awareness of enrollment caps, deadlines, and special processes. A successful candidate will demonstrate superior time management, delegation, and organizational skills, and must excel at coaching and developing employees.

Primary Responsibilities:

Manage the daily operations of the team, including directing performance, quality, productivity, and workflow, overseeing staff, and prioritizing department goals and projects.
Assists Lead Nurture Manager with interviewing, hiring, and supervising staff members.
Assist with continuous employee development through regular coaching sessions and by serving as a mentor to team members.
Monitor team members’ quality and productivity, coaching employees to improve performance as needed.
Constantly innovate and improve the customer experience through the development of team members, process improvements and training.
Track and report on team metrics, and assist the department in meeting service level expectations, lead conversion rate goals, and other measures of success.
Maintain consistent communication with Lead Nurture Manager and other members of leadership to address potential concerns and discuss overall team performance,
Oversee compliance with departmental and company policies, taking disciplinary action as required.
Listen and review calls to ensure employees follow a consultative sales approach
Act as point person for school-based staff and other departments within the company as needed
Maintain awareness of school information such as enrollment processes, enrollment caps, deadlines, and special projects and serve as a subject matter expert for lead nurture specialist and other stakeholders.
Work collaboratively with other teams to ensure that all resources are consistent and up-to-date, and to facilitate successful processes, strategies, and interdepartmental initiatives.
Assist team members with escalated calls
Maintain high level knowledge of all program processes and qualifications
Other duties as assigned.

Requirements:

Bachelor's Degree and/or equivalent experience
1+ years of supervisor or management experience strongly preferred
1+ years sales experience preferred
Ability to serve as an effective leader, coach, motivator, and mentor
Excellent interpersonal skills
Excellent written and oral communication skills
Proficient in Salesforce
Strong computer skills, including proficiency in Microsoft Excel and Google suite
Excellent data analysis skills
Ability to work as part of a team to prioritize, plan, and deliver positive outcomes
Ability to multitask and manage competing priorities
Highly organized, attentive to detail, self-motivated, and committed to quality work
Ability to manage stressful situations in a calm, courteous and efficient manner
Ability to work in a fast-paced environment and make quality, informed decisions
Must be willing to work evenings until 11 EST and weekends from 9 EST - 6 EST
Prior school enrollment/registration experience a plus

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

The following equipment will need to be provided by you, as the employee, when working from home:

2 nd monitor (required)
Mouse (required)
Keyboard (required)

Key Capabilities:

Drives Results – Consistently achieving results, even under tough circumstances.

Drives Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Directs Work - Providing direction, delegating, and removing obstacles to get work done.

Organizationally Savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Optimizes Work Processes - Identifies the most effective and efficient processes to get things done, with a focus on continuous improvement.

Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Resourcefulness - Securing and deploying resources effectively and efficiently.

Nimble Learning - Actively learning through experimentation when tackling latest problems, using both successes and failures are learning fodder.

Ensures Accountability - Holding self and others accountable to meet commitments.

Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Customer Focus - Building strong relationships and delivering customer-centric solutions

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 minimum full-time salary is between $50,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.1136320

Job: Customer Success

Job Family: CUSTOMER SERVICE

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Original Job Description