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.
