Relationship Supervisor (Giám Sát Tư Vấn Tuyển Sinh)Trung Tâm Ngoại Ngữ ILA Vietnam

Performance KPIs
• Sales: 40%
• Re-Sales: 30%
• Revenue: 20%
1. Planning
• Plan and work with CM/GCM for weekly, monthly, quarterly and yearly activities to drive sales and re-sales
• Plan for monthly, quarterly, yearly to train/coach staff in department
2. New sales management
• Weekly and monthly sales and re-sales planning
• Monitor sales and re-sales performance daily;
• Monitor conversion rate (visitors - placement tests- sales) daily;
• Follow up bookings daily;
• Review sales and re-sales performance weekly and set plan for upcoming week(s).
• Co-operate with other training centres to maximize sales and re-sales for the company;
• Monitor telesales activities at centre
3. Customer satisfaction
▪ Customer service
• Monitor sales and care team in their customer care tasks to make sure the services are professional;
• Handle customers' feedbacks/complaints;
• Verify customers requests relating to saving fee, class transfer, refund, etc
• Verify special offer or discounts;
• Propose events, activities for centre when necessary;
• Support in events organized/planned by the company
▪ Coaching and training
• Conduct Workshop/Training for sales and care team
• Sales and Care Development
4. Centre Operation
• Observe/monitor to make sure EP's performance is accurate and professional;
• Monitor to make sure EP follow policies, procedures, instructions, internal regulations and standards;
• Check ERP to make sure every process is applied correctly;
• Arrange staff working schedule
5. School contract
• Visit school to build relationship
• Monitor school contract to make sure deliver good service to the students
• Follow up payment at school
6. Marketing
● Local MRK
• Prepare and organize all local marketing event at centre
● ELT activities
• Support all ELT activities at centre
7. Reporting
• Complete reports: weekly, monthly or as required
• Verify weekly monthly new sales and re-sales report
• Verify Non-standard Working Hours Report
• Check Unearned Revenue Reports and take immediate action for any "Outstanding Payment" cases.
• Corporate report
• Verify weekly and monthly ILA account report
8. CM/GCM Delegation
• Support CM/GCM in centre performance financial KPIs: new sales, revenue;
• Support in cost control: utilities, paper, stationery, resources;
• Work with HO departments and training centres, when necessary
• Work with local authorities, landlord, schools, clients, when necessary
9. Account management
• Assign account to EP
• Monitor all account at the centre to ensure good service
• Manage account lost of each EP
• Transfer account on time if any issue happened