Tutor Operations Support | Work From Home Opportunity
- Philippines
- Permanent
- Full-time
ABOUT THE ROLE
We are looking for Lesson Support that 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) with 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.