Centre-based Team Leader

2 weeks ago

Durban, South Africa The Faculty Full time

**WHO WE ARE**:
The Faculty is a leading provider of online teaching services. We have a wealth of experience and expertise in the education and recruitment sectors. Our primary goal is to attract the best online English and foreign language teachers to teach on our platform. We are dedicated to providing our students with access to the highest quality education and our tutors with the support and resources they need to excel.

**WHO WE ARE LOOKING FOR**:
**WHAT DO YOU NEED**:

- A bachelor's degree in any field is a requirement
- Experience in teaching, tutoring or facilitation would be beneficial
- Experience in an authoritative role would be beneficial.

**WORKING HOURS**:

- Friday - Sunday 07:00-19:00
- Friday - Sunday 19:00-07:00

**WHAT WOULD YOU DO**:
You would be responsible for managing a team of teachers who, in turn, are responsible for providing exceptional service to the Company's clients in line with the Company's expectations. You would ensure that your team meets or exceeds performance targets, such as headcount, quality of service, productivity, efficiency, scheduling, reporting, and record keeping.

The primary duties of a team leader include but are not limited to:

- Managing client relationships: The team leader is responsible for maintaining a positive relationship with clients, keeping them satisfied with the service provided by the Company. They are a point of contact for clients and must address any concerns or questions they may have in line with the Company's standard operating procedures.
- Coordinating with other departments: The team leader must coordinate with other departments within the Company, such as recruitment, training, quality, and operations to ensure that the Company's clients' needs are met.
Providing ongoing training and support: The team leader must provide training and support to teachers on the use of products or services provided by the company. They must also provide technical support or troubleshoot any issues that arise.
- Managing budgets: The team leader is responsible for managing budgets and contracts related to client services. They must ensure that the company is providing services within the scope of the contract and that budgets are being managed efficiently.
- Analysing data and metrics: The team leader shall analyse data and metrics related to client satisfaction, quality, and feedback. They must use this information to make improvements to the service provided by the Company and to better understand the Company's Clients' needs.
- Leading a team: The team leader shall be responsible for leading a team of teachers, providing guidance and support as needed. They are also responsible for scheduling, quality, training, and evaluating team members.
- Observations: The team leader must observe lessons as required to ensure that they meet quality standards and comply with Company policies and procedures. They must provide feedback and coaching to teachers to improve their performance and maintain motivation and teacher support.
- Handling escalations: The team leader may be responsible for handling and escalating issues that cannot be resolved. They must ensure that these issues are resolved quickly and to the satisfaction of the Company.
- Providing support: The team leader must provide support and guidance to teachers, including answering questions, providing training, keeping them motivated, and resolving issues that arise. They must ensure that their team has the resources they need to perform their jobs effectively.

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