Key Responsibilities
Operational Support:
- Conduct weekly meeting to facilitate clear communications and directions to the Customer Relations Associates.
- Ensure adherence to Standards Operations Procedure.
- Ensure the smooth execution of administrative and logistical tasks.
Team Management:
- Provide inspirational leadership, maintain high staff morale and reduce staff turnover rate by fostering a positive and productive work place.
- Create a meritocratic work environment that rewards good performers and manage disciplinary issues firmly and fairly.
Centre Management
- Drive students enrolments and reduce withdrawal numbers.
- Follow up on withdrawals and trial conversions closely with the customers.
- Ensure that the centre is clean and facilities are well-maintained.
Customer Service Excellence:
- Oversee customer service initiatives, ensuring exceptional service delivery.
- Manage and resolve escalated inquiries and concerns.
- Create a warm and professional customer service experience.
- Establish rapport and build relationships with both prospective and existing customers.
Financial Responsibilities:
- Timely submission of financial reports.
- Submit part-timer Customer Relations Associate and cleaner's timesheet to HR.
Teacher Support:
- Source relief teacher when required.
- Co-ordinate and arrange reschedule of classes with the teachers.
- Conduct teacher orientation to ensure that they are familiar with the centre's equipment.
- Ensure that teachers adhere to the Standards Operations Procedure.
- Timely submission of teacher's payroll report to HQ.
- Any other ad-hoc projects or assignments which might be assigned from time to time
