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