Center Service Manager

Team and Performance Management
· Set clear, data- driven team goals aligned with student success and center performance targets.
· Monitor and enhance the Customer Experience (CX) team’s performance by ensuring adherence to WSE policies, and fostering a high- performance culture
· Ensure optimal Coach scheduling, attendance, and punctuality, maintaining high service levels.
· 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.
· Provide ongoing training and coaching to develop and retain a high- performing Coaching Team.
Student Progress Management and Internal Revenue Contribution
· Ensure effective communication of the referral and renewal promotional programs to the students.
· 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.
Class Management
· 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
· 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.
Events Planning and Coordination
· Oversee seamless event execution, in coordination with the Sales teams to drive high engagement and new student enrollment.
· Ensure the Coach team actively promotes and drive event attendance, engagement, and conversion of guests into students.
· Strategically plan center- level events at least one month in advance, following sales and marketing imperatives.
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.

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

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Cập nhật gần nhất lúc: 2025-10-02 02:50:03