Classified Ad Title:
Tutor Doctor - Office Administration/Operations Manager
Post Date
4/20/2021
Expiration Date
3/31/2022
Details:
ROLE AND RESPONSIBILITIES
The Office Administrator plays an integral role in Tutor Doctor’s operational goals of consistently delivering an exceptional client service experience with every engagement. In doing so, supporting the President with thorough administrative and organizational skills are fundamental. The Office Administrator will also possess high verbal and written communication skills, and a strong ability to multi-task. As a person of utmost integrity, their character will manifest as one whose internal motivation is demonstrated by a consistent “can do” attitude.
RESPONSIBILITIES
Office Administration:
Administer a professional office environment that best serves our clients within an organized, structured and efficient system complete with polite, professional and exceptional customer service.
1. Provide accurate, timely, monthly reporting for management.
2. Manage an effective system of file and process management.
3. Conduct clerical duties, including filing, answering phone calls, responding to emails and preparing documents.
4. Coordinate project deliverables ensuring that deadlines are met and work is completed accurately and timely.
5. Assume responsibility for maintenance of office equipment and supplies.
Tutor Recruiting:
Maintenance of a tutor recruiting, training & development process consistently meeting demands of a growing clientele.
6. Manage on-line resources to attract, vet and on-board subject matter experts with a desire to help others.
7. Maintain a qualified tutor supply system keeping up with client demands
8. Manage a vetting/interviewing process for qualified candidates.
9. Provide a structure for on-boarding, training and development of tutor providers.
10. Develop monthly communication and/or tutor newsletter.
Tutor Matching:
Ensure families assigned are happily matched with a qualified tutor in a timely manner, according to the Tutor Matching SOP.
11. Facilitate and complete student/tutor match and rematches
12. All record keeping e.g. matching list, and BANG is accurate and up to date
13. Contact families on match update at least once a week until match has been completed
14. Notify effected families on tutor resignations and leave of absence within 24-48 hrs
15. Report significant issues to Tutor Recruitment and Retention, and Supervisor in a timely manner
16. Open communication with Education Consultants and enlist support to triage issues with enrollments
Client Delivery and Retention:
Establish and ensure client satisfaction through regular and consistent communication.
1. Ensure the student and family profiles – including availability and academic needs are up to date
2. Monitoring and reviewing tutoring progress by reviewing tutor session reports to keep a pulse on families
3. Conduct regular family check in calls (per FCP plan)
4. Handle, resolve, and close all support tickets on day received
5. Daily review of NPS surveys for assigned families and addressing any concerns and resolve
6. Contact and handle all escalations within 24 hrs and resolve in a timely and efficient manner
7. Meet cancellation and refund budget
8. Monitor unused hours to identify renewals, forfeits or complete programs and communicate to Admin as appropriate
9. Proactively contact families for renewal potential
10. Secure renewal programs
11. Ensure communication captured in BANG is up to date
12. Report significant issues to Supervisor in a timely manner
Management & Scope
Your immediate supervisor will be the President who has final decision-making authority.
13. During the first 6 months your work week will be 30hrs/wk and reviewed thereafter.
14. Your decision-making authority will initially center on areas of administration and technical support services and operations.
15. A key responsibility will be maintaining accurate records for necessary monthly report generation.
Other
1. Provide back-up coverage and support as needed
2. Other duties as assigned
Contact:
Byron Zahm
Home Phone:
5053598300
Work Phone:
5053846110
Email:
bzahm@tutordoctor.com
Website:
https://www.tutordoctor.com/albuquerque/?utm_source=GMB&utm_medium=organic&utm_campaign=albuquerque