Senior Centre Manager

Company Details:

At Write Edge, we specialise in providing high-quality English and Writing tuition classes for Primary and Secondary school students in Singapore. 

The English enrichment centre was founded in 2014 with a vision to deliver exceptionally effective lessons that help to build a strong foundation in the English language and nurture writing skills in young students.

From just 12 students and 1 branch in Lorong Ah Soo, Singapore, Write Edge has since expanded to 11 physical branches, 1 online arm called WELearn and also offers online classes to students in Malaysia.

With decades of combined teaching, curriculum and education management experience, we’ve got a well-seasoned team at the helm. We work very hard to help our students have the best experience at Write Edge and take great pride in what we do.

Our Vision: To be Singapore's Leading English and Writing Enrichment Specialist

Our Mission: To make the Mastery of English and Writing possible for every student

https://sg.linkedin.com/company/write-edge

https://write-edge.com/careers

Job Description: 

Are you passionate about delivering top-tier customer service, know your way around operations and people? If the answer is YES, then WE want you! Write Edge is looking for committed, responsible and resourceful individuals with warm personalities to join us as Senior Centre Manager for our online arm!

The Customer Relations and Operations team is in charge of the customer experience and operations of the centres at Write Edge. We are also in charge of helming various events and spearheading different projects to reach our goals for the Singapore Market. Your insightful contribution will help to develop, expand and maintain our business processes and systems.

Key Responsibilities

As Senior Centre Manager of our Physical Arms at Write Edge, you will play a pivotal role in overseeing the performance of our branches and support the team in delivering exceptional parent and student experience. We are looking for someone who has strong experience in operations and people management.

Branch Management

• Support the Teaching and Operations Team (Deployment, Timetabling, Relief Rostering)
• Perform a variety of administrative duties in support of the day-to-day operations
• Ensure the safety and appropriate behaviour of students at the centre
• Perform any other duties and responsibilities that support the branches 
• Address and manage staff complaints, registration, withdrawal matters
• Handle staff enquiries, complaints and escalations
• Train and manage new staff in both customer support and ground operations
• Ensure smooth running of physical classes (student onboarding, troubleshooting technical issues)

Deliver Top-Tier Customer Experience

• Attend to incoming phone/Whatsapp/email enquiries
• Proactively build, maintain and enhance relationships with students and parents over online platforms (Whatsapp, ClassDojo)
• Provide professional sharing of curriculum and excellent customer service to prospective customers
• Ensure consistent communication with customer based on key touchpoints

Student Enrolment

• Initiate and execute strategies to expand Physical and Online arms and grow student enrolment numbers
• Communicate with customers in ensuring prompt follow-up and closure for all enquiries and leads
• Coordinate with internal stakeholders (HR, Teaching Team) to optimise timetable to meet the demands of the curriculum and student enrolment
• Organise and conduct online open houses on weekends

Team Management

• Lead and manage a team of 3-5 direct reports, providing guidance, mentorship, and support in daily operations and projects
• Oversee performance management, setting clear goals and expectations for your team
• Foster a collaborative and positive work environment, encouraging professional growth and team development
• Conduct regular check-ins and performance reviews to ensure individual and team objectives are met

Process Improvement

• Identify opportunities for process improvement and implement strategies targeting customer support and operations
• Actively collaborate within cross-functional teams to ensure seamless customer experience
• Plan, coordinate and execute projects related to customer support and operations

Qualifications and Skills:

• Proficient in Google Suite, Microsoft Office and technology in general
• Able to multi-task and adapt to a fast-paced and changing work environment, resilient under pressure
• A great problem-solver with quick reactions and is meticulous with details
• Possesses emotional maturity and have a great interpersonal skills with verbal and written English proficiency 
• An accountable and responsible team-player, takes initiative and able to work with minimal supervision
• Able to portray oneself as an extension of the company - an English and Writing specialist through one’s attire and speech professionally
• Knowledge of and experience with Google Classroom, ClassDojo and Zoom would be an advantage

Additionally, to be a Senior Centre Manager, you should also have:

• At least 2-3 years of managerial experience
• At least 2-3 years of relevant experience in customer service or operations
• Exhibit leadership qualities
• Project management experience will be an advantage