Center Manager

1. Overall responsible for managing the English learning Language center effectively on enrollment & customer services
2. Responsible for KPIs of Active students & NCC
3. Ensuring student's satisfaction KPIs measurable by reducing withdraw & grow KPIs of Active Students sustainably
4. Managing center operation budget & responsible to control budget effectively
5. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
6. Establish a high standard for productivity, quality, customer service as well as define user guidelines to train all center personels
7. Develop Center's systems for customer interaction and voice response and control the implementation process.
8. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
9. Aid human resources department in recruitment process by interviewing potential hiring
10. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
11. Summarize, collect and analyze enrollment center trends and data for regular performance reports.
12. Oversee system, infrastructure maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
13. Maintain consistent professional improvement through company training, coaching staff .
14. Step in to handle escalated issue resolution and VIP customer service
15. Prepare weekly and monthly KPI reports for submission to executive management
16. Conduct feedback sessions with team members using recorded calls as learning tools