Assistant Manager - Program Support

Job Title : Assistant Manager – Learning / Service Delivery (Global)

Location : Remote (Work from Home)

Department : Learning / Services Delivery (Global)

Employment Type : Full-Time Shifts : Rotational (24x7) Weekly Offs : 2 days per week

About Emeritus :

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview :

As an Assistant Manager in the Learning / Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities :

• Team Leadership & Performance : Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.
• Escalation Management : Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.
• SLA & BQ Management : Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.
• Process Oversight : Lead efforts in overseeing process deviances and work towards fixing issues.
• Collaboration & Coordination : Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.
• Operational Monitoring : Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.
• Reporting & Audits : Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).
• Risk Management : Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.
• Shift Monitoring : Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications :

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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