Senior Centre Manager

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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.

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. Your insightful contribution will help to develop, expand and maintain our business processes and systems.

Key Responsibilities

1. Support the Teaching and Operations Team (Deployment, Timetabling, Relief Rostering)
2. Perform a variety of administrative duties in support of the day-to-day operations
3. Ensure the safety and appropriate behaviour of students at the centre
4. Address and manage staff complaints, registration, withdrawal matters
5. Handle staff enquiries, complaints and escalations
6. Train and manage new staff in both customer support and ground operations
7. Ensure smooth running of physical classes (student onboarding, troubleshooting technical issues)
8. Attend to incoming phone/Whatsapp/email enquiries
9. Proactively build, maintain and enhance relationships with students and parents over online platforms (Whatsapp, ClassDojo)
10. Communicate with customers in ensuring prompt follow-up and closure for all enquiries and leads
11. Lead and manage a team of 3-5 direct reports, providing guidance, mentorship, and support in daily operations and projects

Qualifications and Skills:

1. Proficient in Google Suite, Microsoft Office and technology in general
2. Able to multi-task and adapt to a fast-paced and changing work environment
3. A great problem-solver with quick reactions and is meticulous with details
4. Possesses emotional maturity and great interpersonal skills with verbal and written English proficiency
5. An accountable and responsible team-player, takes initiative and able to work with minimal supervision
6. Able to portray oneself as an extension of the company - an English and Writing specialist through one’s attire and speech professionally

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

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

Job Details:

Work Hours: 4 weekdays and 1 weekend / 3 weekdays and 2 weekends. Weekdays: 1pm - 10pm Weekend: 830am - 630pm. Working days will be fixed, assigned at the point of offer based on candidates' experience and company needs.

Benefits:

1. Flexi-benefits
2. Staff discounts
3. A work environment that respects and invests in you
4. A dynamic working environment that will engage and challenge you
5. Do impactful work that makes a difference