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.

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

• 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 

• ATTRACTIVE BENEFITS:

• 100% salary during the 2-month probation period
• Full salary-based social insurance contribution after 2 months;
• Guided and trained by a team of experienced and professional mentors;
• 15 days of annual leave (not including public holidays);
• English lessons at Wall Street English;
• Personal insurance package from the first working day;
• Work in an English-speaking environment with young, open-minded, and friendly colleagues and managers;
• Opportunities for promotion and quarterly salary reviews based on performance.