Write Edge | Senior Centre Manager
3 days ago
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
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)
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
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 meticulous with details
Possesses emotional maturity and 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
Project management experience will be an advantage
Work Hours:
4 weekdays and 1 weekend / 3 weekdays and 2 weekends
Weekdays: 1pm - 10pm
Working days will be fixed, assigned at the point of offer based on candidates' experience and company needs.
Work directly with an established leader and mentors who can help develop you and your career
A work environment that is no-BS, that respects and invests in you
A dynamic working environment that will engage and challenge you
Do impactful work that makes a difference
Opportunity to be part of a growth story
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