上海招聘

Center Operations Manager

EF English Centers

Wuxi, China

Hiring Manager: Fiona.liwj@ef.com

Synopsis:

As a Center Manager, Service Operations, you are responsible for center operations performance, customer experience and service operations team management; support CGM and collaborate with center other cross-functional leaders to create a customer-focused service organization.

The role:

Will focus on three primary areas:

1) Create high level of service and excellent customer experience;

2) Service operations staff satisfaction and talent development;

3) Center cost control and operating process optimization.

You will:

· Assist CGM to create a customer-focused service organization, where customer can enjoy their learning experience at an EF center.

Drive customer satisfaction through improvement of key satisfaction indicators, eg. Net Promoter Score (NPS), Student Lifecycle Management service coverage and exceptional cases handling (eg. refund, complaints).

· Ownership of center facility management, ensuring pleasant physical environment and excellent English learning atmosphere.

Lead service operations team to collaborate with center sales in providing streamlined post-sales service, which ultimately contributes to the growth of center net internal revenue.

Facilitate service operations staff job satisfaction, competency enhancement and career development.

· Carry out other administrative duties at this role, including but not limited to service operations staff performance measurement and bonus calculation, etc.

· Work with CGM and regional RED on operations staff hiring and retention.

You have/are:

· Undergraduate degree (or above)

· 5+ years of working experience, at least 2 years team management experience in service and relevant industries or customer-oriented functions

· Overseas experience is preferred but not required

· Excellent communications skill: good listener, open-minded and high level of empathy

· Proficient English competency in both oral and written, can communicate confidently and fluently with international staff

· Customer-focused and result-oriented

· The ability to interpret strategies and execute tactics in a multi-cultural environment

· Able to make quick and sound decision under tight deadlines and high pressure

· The ability of coaching team members in problem solving and best practice sharing

· Passionate, creative and motivational team leader

· Perform independently with limited guidance in a dynamic environment

· Be flexible to working hours; able to work during weekends if required

EF Professional English is a leading company in the fast growing and promising ESL market of adult people. We provide first class quality of teaching and service to the customers and value people who are passionate about English education for adults and skillful of doing their jobs.

EF stands for "Education First". Founded in 1965 by entrepreneur Bertil Hult, EF is now the world’s largest private educational organization. With a mission to break down barriers in language, culture and geography, EF has helped over 15 million people to learn a new language, discover the world, or earn an academic degree. EF operates 400 schools and offices in over 50 countries with 34,000 employees. To date, "Education First" is more than our company name. It is our corporate passion.

关于英孚教育
英孚教育成立于1965年，是一家全球教育培训公司，以“教育，让世界无界”为企业使命。英孚在全球各地有诸多学校和办事处，并拥有优质在线英语学习基地Englishlive。英孚主要致力于语言培训、出国留学游学、学位课程和文化交流等项目。英孚还发布了全球英语熟练度报告,该报告打破了地域限制，在全球范围内测试了不同国家成人的英语能力。
 
About EF Education First
Established in 1965 with a mission to open the world through education, EF Education First (EF) is an international education company which focuses on language, academics, and cultural experience. EF has hundreds of schools and offices worldwide and online English learning platform English Live . With long term commitment in China, EF has been selected as the official supplier of language training services for Beijing 2008 Olympics. Since 1988, EF has provided service to Olympic Games for six times, including the PyeongChang 2018 Winter Olympics and the upcoming Tokyo 2020 Olympics. Each year, EF publishes the English Proficiency Index measuring the English ability of adults in countries across the world.