Center Service Manager

Team and Performance Management

• 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, maintaining 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 and actively share and implement best practices across the Customer Experience (CX) management team to drive continuous improvement.

Student Progress Management and Internal Revenue Contribution

• Ensure strict compliance to the student touch-points procedures by both the service team and the sales team
• Track student progress through data and reporting tools
• Foster a strong collaboration between the Service Team and Sales Team to achieve internal revenue targets through referrals and renewals.
• Ensure effective communication of the referral and renewal promotional programs to the students.

Class Management

• Leverage data-insights to 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 that reinforce learning outcomes and increase student interaction.
• Convey teaching skills / profile preferences to the centralized teaching management team
• Have coaches proactivity book student classes in alignment with good study habits and ensure class attendance while managing class efficiency

Events Planning and Coordination

• Strategically plan center-level events at least one month in advance, following sales and marketing imperatives.
• Ensure the Coach team actively promotes and drive event attendance, engagement, and conversion of guests into students.
• Oversee seamless event execution, in coordination with the Sales teams to drive high engagement and new student enrollment.
• Study Environment and Service Quality Management
• Establish a clean and welcoming and student-centric environment that fosters motivation, engagement, and a sense of belonging, while enforcing center’s rules and regulations.
• Ensure high service quality standards by training the team in customer service best practices and adherence to WSE complaints management procedures.
• Regularly assess student feedback and implement improvements to enhance learning experience.

Yêu cầu ứng viên

• Excellent communication and interpersonal skills
• High level of emotional intelligence 
• Strong levels of integrity with a hard-work ethic 
• Outstanding organizational and leadership skills 
• Good knowledge of MS Office and Hubspot  
• Proven experience as supervisor or in a leadership role 
• Strong familiarity with company policies and procedures 
• Able to work on a rotation schedule including weekends, mornings, evenings and overtime as needed 
• Highly skilled at customer service and WSE Teaching methodology 
• Ability to train employees as needed 

Quyền lợi được hưởng

• 100% salary during the 2-month probation period.
• Full salary-based social insurance after probation.
• International health insurance from the first working day.
• Free English courses.
• Provided with a work laptop, parking card, etc.
• Quarterly performance reviews and salary adjustments, with clear career growth opportunities.