Event Moderation Lead in Mandaluyong City , Philippines The Event Moderation team will be a brand-new team that will sit in the Qualification Processing Division. It will work in conjunction with Training from Pearson including Associate and Customer training teams. Across our training teams we deliver circa 3,500 training events to Assessment Associates and Schools. This team will ensure all meetings run effectively, troubleshoot any platform issues, assist participants and take attendance.
We are seeking an experienced and proactive Event Moderation Manager to oversee the day-to-day operations of our Event Moderation coordinators. The successful candidate will play a crucial role in driving team performance, ensuring operational efficiency, and maintaining a high standard of customer service. The Event Moderation Manager will lead by example, motivating and guiding team members to achieve individual and collective success.
Key Responsibilities: Operational Leadership: Oversee the daily operations of the Event Moderation team, ensuring smooth workflow and adherence to processes.
Manage team schedules, breaks, and rotations to optimize coverage and meet service level targets.
Performance Monitoring: Monitor and address individual and team performance.
Identify trends, areas for improvement, and opportunities for recognition and reward.
Coaching and Development: Provide ongoing coaching and support to team members, focusing on skill development and performance improvement.
Conduct regular performance reviews and collaborate with team members to establish individual development plans.
Deal with escalated customer issues to provide timely and effective resolutions.
Identifying and escalating urgent concerns to senior management.
Collaborate with other departments to address systemic issues impacting customer satisfaction.
Communication: Facilitate clear and open communication within the team and with other departments.
Relay important updates, changes, and best practices to ensure a well-informed and engaged team.
Training and Onboarding: Assist in the onboarding of new team members, providing training on processes, systems, and customer service best practices.
Coordinate ongoing training sessions to keep the team informed about product/service updates and industry trends.
Work closely with the Training teams in the identification and creation of training materials.
Reporting and Analysis: Generate and analyse reports on team performance, identifying opportunities for improvement and efficiency.
Collaborate with management to implement strategies based on data insights.
Qualifications and Skills: Bachelor's degree or equivalent work experience.
Proven experience in a leadership or team lead role within events or customer service environment.
Excellent communication and interpersonal skills.
Strong organisational and time-management abilities.
Demonstrated ability to lead and motivate a team.
Proficiency in using customer service software, CRM systems, and relevant tools.
Good spoken and written English.
Additional information: Overtime may sometimes be required to support peak activities and additional workload. Will be expected to pick up work from other area of the business on request.
What to expect from Pearson Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need.All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing .
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: GENERAL BUSINESS OPERATIONS
Organization: Assessment & Qualifications
