Mô tả công việc
- Team and Performance Management
- Set clear, data-driven team goals aligned with student success and center performance targets.
- Provide ongoing training and coaching to develop and retain a high-performing Coaching Team.
- Ensure optimal Coach scheduling, attendance, and punctuality, maintaining high service levels.
- Monitor and enhance the Customer Experience (CX) team’s performance by ensuring adherence to WSE policies, and fostering a high-performance culture
- 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.
- Student Progress Management and Internal Revenue Contribution
- 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.
- Ensure effective communication of the referral and renewal promotional programs to the students.
- Class Management
- 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.
- 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.
- Events Planning and Coordination
- Strategically plan center-level events at least one month in advance , following sales and marketing imperatives.
- Ensure the Coach team actively promotes and drive event attendance, engagement, and conversion of guests into students.
- Oversee seamless event execution, in coordination with the Sales teams to drive high engagement and new student enrollment.
- 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.
- The above statements are a snapshot of the duties and responsibilities of the role and are not intended to be an exhaustive list.
Yêu cầu ứng viên
- Excellent communication and interpersonal skills
- High level of emotional intelligence
- Strong levels of integrity with a hard-work ethic
- Outstanding organizational and leadership skills
- Good knowledge of MS Office and Hubspot
- Proven experience as supervisor or in a leadership role
- Strong familiarity with company policies and procedures
- Able to work on a rotation schedule including weekends, mornings, evenings and overtime as needed
- Highly skilled at customer service and WSE Teaching methodology
- Ability to train employees as needed
- ATTRACTIVE BENEFITS: 100% salary during the 2-month probation period
- Full salary-based social insurance contribution after 2 months;
- Guided and trained by a team of experienced and professional mentors; 15 days of annual leave (not including public holidays);
- English lessons at Wall Street English;
- Personal insurance package from the first working day;
- Work in an English-speaking environment with young, open-minded, and friendly colleagues and managers;
- Opportunities for promotion and quarterly salary reviews based on performance.
Thông tin tham khảo
- Thị trường tại Hồ Chí Minh
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- Nguồn tin
- Nguồn: CareerViet · đăng 07/09/2026