Hotline 1900 6965

Job Description

Operations Supervisor (Hoi An, Vung Tau, Rach Gia)

Responsibilities

    1.Performance KPIs
    Re-enrolment: 40%
    - CSS: 30%
    - Revenue: 15% 
    - Contribution: 15%


    2.Re-enrolment
    -Monitor on-going class weekly to take prompt
    action for any issue to make sure customers are happy
    -Monitor re-enrolment weekly to make sure that
    CCO follow up re-enrolment well
    -Monitor administration for re-enrolment process
    to avoid problem and make customer happy


    3.Customer satisfaction (CSS) 
    a.Customer Care
    -Monitor CCO and TA Team to deliver good
    customer service and customer care
    -Maintain and improve customer service and care
    at centre
    -Handling requests and complaints
    -CSS Follow Up
    -Monitor pass/fail rate
    b.Training and Development
    -Conduct Workshop/Training for TA and CCO
    -Suggest courses to Academic/HO
    -CCO and TA Development


    4. Centre operations 
    a.Property management
    -Maintain the building (office, classrooms,
    corridors, lobby, stairs, lifts, WCs, etc) in proper conditions: tidy, clean
    and safe;
    -Maintain all facilities and equipment in proper
    conditions: clean, safe and workable;
    b.Staff supervising
    -Observe/monitor to make sure CCO’s performance
    is accurate and professional;
    -Monitor to make sure CCO follow policies,
    procedures, instructions, internal regulations and standards;
    -Check ERP to make sure every process is applied correctly;
    -Arrange staff working schedule
    c.Inventory
    -Responsible for
    appropriate forecast and ordering of books and  materials  for centre use 
    d.Course administration
    -Before a class start: classroom, teacher, TAs,
    books, CDs, POS, resources;
    -During the course: class visit, callings,
    tests, resources, survey, results, telesales
    -When a class finish: 
     
    5. Marketing 
    a.ELT activities
    Prepare and organize all ELT activities for students at centre
    b.Local event
    Support  all local marketing events at centre


    6. TA management 
    a.Teaching Assistant recruitment
    -Forecast TA 
    -Recruitment process
    -Induction
     
    b.Scheduling
    -Scheduling
    (Class/Substitution/Supervision/Level Testing)
    -Supporting Tasks
    -Taking class when requested
    -Cover absent TA/absent Level Tester when
    requested
    -Arrange right TA for right class
    -Smart Scheduling
     
    c.Remuneration
    -TA Salary/Scale raise
    -Contract
    -Loyalty Award
    -Excellent Award
    -Leave and Termination
     
    d.TA Performance management
    -Observation: conduct, corrective action
    -Performance Appraisal
    -Disciplinary Process
    -TA SS: conduct, follow up improvement action
    -Social/Motivation activities




Requirements

    • Prefer 03 years working experience in foreign company and in service product
    • Prefer working experience in an educational organisation
    • University graduated
    • Ability to work independently and as part of a team
    • Leadership/ownership
    • Management skills
    • Team building and Communication skills
    • Problem solving skills
    • Training and coaching skills
    • Well-organized and detail management 
    • Ability to work independently and as a part of the team
    • Fluent in both English and Vietnamese (Upper - intermediate level)
    • Be able to work on shifts and travel

CANDIDATE INFORMATION (All information below is compulsory. Kindly complete all information)