Center Service Manager

Wall Street English • 21 Lê Quý Đôn,Phường Võ Thị Sáu,Quận 3,TPHCM. Điện thoại: 1800 646 448

Trách nhiệm chính

Set clear, data-driven team goals aligned with student success and center performance targets.
Provide ongoing training and coaching to develop and retain a high-performing coaching team.
Ensure optimal coach scheduling, attendance, and punctuality to maintain high service levels.
Monitor and enhance the Customer Experience (CX) team's performance by ensuring adherence to WSE policies and fostering a high-performance culture.
Enforce Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and accountability.
Identify, share, and implement best practices across the CX management team to drive continuous improvement.
Ensure strict compliance with student touch-point procedures by both the service and sales teams.
Track student progress through data and reporting tools.
Foster strong collaboration between the Service Team and Sales Team to achieve internal revenue targets through referrals and renewals.
Communicate referral and renewal promotional programs effectively to students.
Analyze student demand and availability trends to optimize monthly class schedules, balancing teaching costs with student needs.
Partner with the Center Head of Sales to design monthly Social Club events that reinforce learning outcomes and increase student engagement.
Convey teaching skills and profile preferences to centralized teaching management teams.
Ensure coaches proactively book student classes in alignment with good study habits, ensuring class attendance and managing class efficiency.
Strategically plan center-level events at least one month in advance, following sales and marketing imperatives.
Promote and drive event attendance, engagement, and conversion of guests into students.
Oversee seamless event execution in coordination with Sales teams to drive high engagement and new student enrollment.
Establish a clean, welcoming, student-centric environment that fosters motivation, engagement, and a sense of belonging while enforcing center rules and regulations.
Train the team in customer service best practices and adherence to WSE complaints management procedures to ensure high service quality standards.
Regularly assess student feedback and implement improvements to enhance the learning experience.
Manage a team of 1-8 direct reports.

Yêu cầu công việc

Minimum 6 years' experience in the service industry.
Bachelor's Degree.
WSE Level 14+ required.
Fluent Vietnamese and English (written and oral).

Yêu cầu ưu tiên

Minimum 2 years' experience in leadership or supervisor role preferred

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description Về công việc

work_history Việc làm tương tự

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