The role of Operation Manager is to streamline processes and build systems, SOP, provide training, coaching to Centre Management Team, Customer Care Team, Study Advisor to hit target . Responsible for Business P/L
Establishing & Managing the SOP implementation for customer service excellences to ICR Stutdents & Parents by producing the training & manage execution of SOP & system training, coaching across centers for both online & offline students business .
Business Operation Management:
Coordinate well with the accounting, Marketing Department, Sales, HR department to establish the process of managing KPIs s at the Centers to improve employee productivity including teachers & none teachers .
Managing the infrastructure SOPs for the company
Co providing the onboarding operation training for ICR employees for none teachers & teachers
Setting up infrastructure & provide training for new centers
Represent Board of Directors to meet customers in case of handling complaints about customer service that beyond the control of the Center staff.
Manage & control well the Center operating license, equipment according to the standards of the fire protection systems of the Company. Ensuring that equipment & tools are always checked, & employees are fully trained on the fire safety.
Design & Provide SOP , System Training to Support for business sector for new enrollment & re- enroll
Monitoring part time Teachers & None Teachers budgets & Actual Spending to control center P/L
Communicate under the orders of the Director to the Centers related to the operating regulations to continuously increase efficiency & change appropriately in each stage of operation.
Ensuring Center management & customer Care team in center are well trained & perform well up to operation academic classrooms standard . Ensuring center management & customer care are well trained on academic student care services ( course plan , diary, lesson plan, students’ progress reports, etc.…)
Provide center class forecasting , time table optimization & plan for teachers head counts in advance to scope business growth ahead
Work alongside with Area SOM / Director of Sales , COMs to manage systems, operating SOPs, System , Training for centers & none center staff
Manage well budget & operating the administration including part time resources, stationary & wellbeing costs of each Centers. Update documents & policies & deploy operations to the Centers.
Franchise services:
Provide training for franchise
Train FC staff for the FC model so that the staff can operate the Centers in accordance with ICR standards.
Provide inventory for FCs according to the order.
Auditing Franchise
Manage customer service:
Monitoring the process of providing online student learning report & lessons through the Online Operation customer care team.
Train the Operation Staff & Center Staff on customer care in center to take care of online & offline customers
Manage customer service applications to serve online, offline sales channels, Cooperate channel
Requirement:
Time Management
Excellent System & Analytical Skills
Opened for retail system management
System Knowledge
Flexibility to work at weekend or night shift for auditing conduct
High Adaptability ; Unlearned & Relearned
Culture Fit; able to work & interact well with Foreign Teachers
Situational Leadership
Business Analysis knowledge
>=10 Years Experience in similar roles
Excellent at Microsoft system
Familiar with Cen 2, Call Centers, CRM , Google Drive
Contact us:
Email: hoa.nguyen@elitez.asia
Phone | Zalo | Whatsapp: 0986 855 503
