We are a young educational-technology start-up that is charting new routes in the domain of mathematics education. Going beyond the traditional focus on mathematical concepts, Cuemath takes a wider approach in introducing students to the real world of mathematics. This includes an immersive development of logical reasoning and an inquiry-based approach tailored towards building mathematical aptitude.
There is a stark difference in the mathematics that is typically taught in schools and the real world mathematics which is often described as the most beautiful language we know. Cuemath’s mission is to reveal this beauty of mathematics to young school students thus helping them develop a holistic understanding of mathematics and mathematical thinking.
We are looking for people who share our vision, are passionate about mathematics education and have the potential to become thought leaders in the field.
You will focus on developing and empowering the Cuemath Partner Onboarding team through world class learning tools and trainings that scale. You will be responsible for the design, development, and execution of learning and development programs that equip the team in identifying and successfully evaluating quality teacher partners for us.
We engage young and qualified professionals to help us evaluate our teacher partners based on the quality parameters defined by our core values and business requirements.
Key Responsibilities
- Consistently deliver Quality Coaching Sessions by providing effective and timely feedback to onboarding associate on Audit Compliance.
- Adapt different coaching approaches to continuously build agent capability.
- Effective BQ Management - Implement Action Plans to improve agent performance in key performance areas that are goal oriented, time bound & quantifiable.
- Exercise Red Alert & Consequence Management with an impartial approach keeping business objectives as the key focus.
- Perform Root Cause Analysis for non-sat partners & put in place effective closed loop corrective actions as & when necessary to drive team results.
- Practice Case Management by having Action Plans in place for any cases that are in danger of generating risk to the Operations.
- Monitor & listen call recordings and share feedback based on the quality parameters.
- Perform Needs Analysis of on-boarding associate through observation, TL feedback, analysis of business metrics, etc.
- Coach and mentor on-boarding associate to effectively balance their case load and inbound work.
- Collaborate with the Team Manager and Operations to drive team and departmental Service Level Challenges by having contingency plans in place - Focus on Quick Case Resolution - Average Handle Time & Case time to resolution.
- Ensure effective and timely communication of all results within the team.
- Liaise with Team Manager/Leaders to agree on Coaching Plan to improve agent performance and agent ability to meet business requirements - Provide updates on progress, trends & concerns.
- Update all Coaching Records and ensure Team Manager/Leaders have access to the same always.
- Support team managers in operations & play a back-up role to ensure continuity of the day to day operations.
- Proactively look for innovative ways to assist the Team Leader, Tech Lead & each other by performing deep-dive analysis and provide directional guidance towards driving better results.
- Participate in Team Meetings and Organization Huddles to review Coaching performance and reinforce business requirements.
Desired Profile
· Prior people training experience
· Flair to evaluate people through probing & exceptional listening
· Excellent relationship building & understanding of target audience
Experience Required:
2-4 years of experience in people coaching role.
Skills Required:
- Positive motivational skills plus verbal and written communication skills, strong command over English Language.
- High level of initiative and extremely motivated. Ability to work in a high pressure environment.
- Ability to communicate an open, positive and straight-forward message to both internal / external customers and colleagues in a timely manner.
- Flexible and adaptable with working hours to support the business needs and to cover any gaps in meeting customer demands.
- Display a ‘can do’ spirit towards customers, peers, colleagues, management, products & tools when dealing with ambiguity and respond positively to changing business needs.
- Ability to effectively identify and resolve problems / issues encountered (technical, process, people, etc).