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