Center Service Manager

Job Description

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.

Job Requirement

• 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