Center Service Manager

Mô tả Công việc
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.
The above statements are a snapshot of the duties and responsibilities of the role and are not intended to be an exhaustive list.