上海招聘

As a member of the EF Labs Academic Services Operations Team (ASOT), the Operations & Planning Manager is responsible for the smooth running of all online teacher-led services offered: Group Lessons (GL), Private Lessons (PL) and writing corrections (WANI) etc.

Key Responsibilities:

Staff Management
？ Hire, coach, mentor, and develop staff on the operations team, including overseeing new employee onboarding and providing career development planning and opportunities
？ Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
？ Ensure that the human resources within the operations team are fully and effectively utilised
？ Carry out performance evaluation with all team members in accordance with EF’s guidelines, recognising good performers as well as taking any disciplinary actions with underperforming staff

Planning
？ Work closely with our customers (different Business Units within EF) to get a better understanding of their needs and of the estimated demand for the upcoming months based on sales and/or marketing initiatives
？ Work closely with our suppliers (teaching and correcting centres) to ensure that the demand from our customers are met
？ Have a good understanding of the attendance/usage behaviour of the different markets we work with, identifying peak and off-peak hours, days of the week, weeks/months of the year, major holidays and their impact on attendance and advising the teams on any adjustments to the forecasting as needed
？ Supervise and be accountable for the accurate forecasting of services with related teams
？ Make decisions regarding service (class) allocation to different suppliers taking into account their cost and quality and also on our customers’ needs
？ Effectively communicate with centers about scheduling needs and changes
？ Monitor class status and attendance daily to ensure that the class size is optimised and that teachers are being effectively utilised
？ Monitor team’s Objectives and Key Results (OKRs) on an ongoing basis, reviewing them at least once every quarter

Day-to-day operations
？ Be 100% familiar with all systems and platforms needed for the day-to-day operations of the team
？ Come up with a thorough communication plan for important announcements to customers, centres, teachers as well as any other relevant departments within the company
？ Monitor daily/weekly influx of student and teacher cases on Salesforce, paying special attention to any areas of concern and addressing them in a timely manner
？ Schedule bi-weekly meetings with all centres to, for instance, inform them of any upcoming initiatives/changes and answer any questions they might have, and get update on the centers’ recruitment, training, quality, production status.
？ Follow up with centres on operational problems of teacher absence, late assignment of classes, lack of responsiveness, etc.
？ Carry out centre audits as needed. This can be done either remotely or by physical visits to the centres



Project management and support
？ Come up with innovative ideas for system/process improvement/optimization
？ Clarify project requirements to Product Owner (PO) and all other stakeholders
？ Participate in testing for project release
？ Update centres and other stakeholders on project progress and expected launch dates
？ Manage change and facilitate project implementation, from communication to training and delivery

Personal and Professional Skills:
？ University or above degree, preferably in Statistics or Business
？ Managerial experience, preferably in an international/multi-cultural environment
？ Supply chain experience desirable
？ Strong interest in digital learning, experience using Salesforce or other CRM / human resource management systems

？ Entrepreneurial Spirit
？ Analytical/Logical Thinking
？ Problem Solving and commitment to getting results
？ Teamwork
？ Creative, lively and dynamic
？ Open-minded and flexible
？ Multicultural awareness
？ Ability to perform under pressure
？ Detail-oriented
？ Excellent written and oral communication in English, Diplomacy skills

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。英孚教育致力于长足扎根中国市场，曾担任2008年北京奥运会语言培训服务提供商。自1988年以来，英孚已经支持服务六届奥运会，包括2018年平昌冬季奥运会和即将要举办的2020年东京奥运会。英孚还发布了全球英语熟练度报告（www.ef.com/epi）,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 (www.ef.com) 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 (www.ef.com/epi) measuring the English ability of adults in countries across the world.