Head of Centres

1 month ago

Singapore STAG MATCH LEARNING CENTRE PRIVATE LIMITED Full time
Roles & Responsibilities

Stag Match® is a registered education business that has become a leading education business in the education industry. Our growing services are in-line with Singapore’ Education system, which focuses on students’ creative thinking and analytical skills.

We are looking for an independent , self motivated, passionate and initiative Centre Head (Enrichment) personal to ensure growth of the business and smooth sailing of the operation .

Job Description

  • Reporting to MD/CEO
  • Oversee the leadership and management of the Stag Match (Singapore) offsite and online site.
  • Monitor all the enrichment services by external operator.
  • Strategise, Create, Plan and organise the curriculum and programmes for the centre.
  • Manage the deployment, professional development and well-being of staff.
  • Manage the day to day performance of the Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
  • Set the Business strategy for the development of the centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
  • Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
  • Be responsible for the end to end customer contact processes and associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the recruitment, training, induction ,coaching and Sales strategy across the centres
  • Work closely with teacher/manager in Training delivery teams. Taking responsibility for the ongoing development all levels of centre colleagues.
  • Reviewing and defining clearly all centre roles, any required shift and candidate profiles required across the contact centre operation
  • Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
  • Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
  • Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling .
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
  • Responsible for student recruitment drive; sales and marketing of the centres to meet or exceed the KPI.
  • Training and development of the staffs.

Requirement

  • Proven experience (Min 3 years) working as a Head of Center/ Centre Director.
  • Must be familar with MOE and education sector
  • Great knowledge of Education Sector
  • Strong leadership and conflict resolution skills.
  • Excellent organizational and problem-solving skills.
  • Effective communication skills.
  • Detail-oriented.

Basic + Commission


Tell employers what skills you have

CRM
Coaching
Analytical Skills
Customer Experience
Quality Assurance
Customer Contact
Conflict Resolution Skills
Telephony
Business Strategy
Customer Satisfaction
Wellbeing
Customer Service
Creative Thinking
Sailing
Training Delivery

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