"I am from Durban, South Africa, and I’ve been with The Really Great Teacher Company for the past three years.

Interestingly, I come from a Health Sciences background and hold a BHSc degree. While that field seemed like a natural step for my analytical brain, I’ve always been passionate about working with people and sharing knowledge. 

When the pandemic hit, I explored online teaching opportunities and soon found myself fully immersed in this space. I started as an online teacher, gradually moved into team leadership, and have since worked my way up to my current role. 

Even after completing my doctoral dissertation in HIV, I found that my love for education and the problem-solving aspect of operations kept me rooted in this field. This career allows me to combine my analytical skills with creative problem-solving, making it a perfect fit for me."

"My experience in education stretches back to my university years, where I did a significant amount of tutoring, mentoring, and lecturing. 

Directly after this was when the pandemic hit and I moved into the online education space and joined The Really Great Teacher Company. I worked as an online teacher for seven months before being promoted to team leader. From there, I became a senior team leader, and eventually, the Online Service Supervisor before assuming my current role. 

Having worked at every level within the company, I believe this gives me a unique advantage — I understand the challenges and perspectives of my team, which allows me to strike a balance between the needs of the team and the expectations of our clients."

"I head up Team Draco, which currently serves clients primarily in the Asian market. This means our teachers work shifts that range from 2 AM South African time to 8 PM. Our clients are a diverse mix, catering to both adults and children. 

My team all help to ensure the smooth operation of our accounts. We manage client communications, scheduling, and even payroll for our teachers. 

The thing that I'm most proud of, and what I believe makes my team truly unique, is how well we work together. The trust and support within the team allow us to be more efficient, especially when adapting to the global time zones and client requirements. Our diversity brings a variety of perspectives, making us more flexible and responsive to our clients’ needs."

"Our main objective is to deliver the best possible service to our clients, ensuring we meet, or even exceed, their expectations. 

We focus heavily on client KPIs such as minimizing schedule changes, maintaining high teacher ratings, achieving zero lost hours, and ensuring a high booking rate. To achieve this, we have constant reviews and adjustments to our strategies. 

We also closely monitor client feedback and make sure every member of the team knows the benchmarks and works toward them consistently."

"We use a comprehensive support process when managing a teacher’s performance:

1. The first step is our teacher-mentor program, where teachers pair up with high-rated colleagues and review each other’s classes for insights and to provide feedback. 
2. If the teacher continues to struggle, they are placed on a Performance Improvement Plan (PIP), which follows an innovative pedagogical approach. This structured plan focuses on self-correction and team leader correction. Each meeting addresses specific areas for improvement, ensuring the teacher is given the necessary guidance and support to enhance their performance. 
3. We provide targeted professional development courses through our personalized platform, the Inspire Academy. These courses address specific teaching areas that need improvement, such as questioning techniques or classroom management. 

We also take the time to understand if there are personal challenges affecting their performance, as we recognize the importance of treating everyone as a whole person, and not just what they do for us."

"I believe that motivation stems from feeling supported and connected, especially in a remote working environment. So we:

• Emphasize continuous professional development.
• Create opportunity for teachers to engage in peer reviews and feedback. 
• Celebrate wins.
• Keep open lines of communication. 
• We also focus on fostering a sense of community with virtual team huddles. It is also a really nice opportunity for the team and the teachers to connect with one another.
• Promote initiatives for peer interaction, so they feel that they are part of a larger mission.

These activities are key for inspiring teachers."

"We review our progress on a weekly basis. The team leaders and I meet to go over all the KPIs and discuss any necessary improvements, to review overall progress, brainstorm solutions, and ensure we’re on track to meet or exceed client benchmarks."

"I love that my job allows me to combine my analytical mind with my passion for working with people. Whether it’s solving a logistical issue or guiding my team to reach new heights, every day is dynamic and fulfilling. 

I’m constantly challenged to think creatively while still applying a structured approach, and I find that balance incredibly rewarding. 

Additionally, I really enjoy the company culture. The collaborative approach that starts right at the top and filters down throughout the organization creates an environment where teamwork thrives, making it a pleasure to be part of such a cohesive and supportive team."