2.Re-enrolment

-Monitor on-going class weekly to take prompt action for any issue to make sure customers are happy

-Monitor re-enrolment weekly to make sure that CCO follow up re-enrolment well

-Monitor administration for re-enrolment process to avoid problem and make customer happy

3.Customer satisfaction (CSS) 

a.Customer Care

-Monitor CCO and TA Team to deliver good customer service and customer care

-Maintain and improve customer service and care at centre

-Handling requests and complaints

-CSS Follow Up

-Monitor pass/fail rate

b.Training and Development

-Conduct Workshop/Training for TA and CCO

-Suggest courses to Academic/HO

-CCO and TA Development

4. Centre operations 

a.Property management

-Maintain the building (office, classrooms, corridors, lobby, stairs, lifts, WCs, etc) in proper conditions: tidy, clean and safe;

-Maintain all facilities and equipment in proper conditions: clean, safe and workable;

b.Staff supervising

-Observe/monitor to make sure CCO’s performance is accurate and professional;

-Monitor to make sure CCO follow policies, procedures, instructions, internal regulations and standards;

-Check ERP to make sure every process is applied correctly;

-Arrange staff working schedule

c.Inventory

-Responsible for appropriate forecast and ordering of books and  materials  for centre use 

d.Course administration

-Before a class start: classroom, teacher, TAs, books, CDs, POS, resources;

-During the course: class visit, callings, tests, resources, survey, results, telesales

-When a class finish: 

5. Marketing 

a.ELT activities

Prepare and organize all ELT activities for students at centre

b.Local event

Support  all local marketing events at centre

6. TA management 

a.Teaching Assistant recruitment

-Forecast TA 

-Recruitment process

-Induction

b.Scheduling

-Scheduling (Class/Substitution/Supervision/Level Testing)

-Supporting Tasks

-Taking class when requested

-Cover absent TA/absent Level Tester when requested

-Arrange right TA for right class

-Smart Scheduling

c.Remuneration

-TA Salary/Scale raise

-Contract

-Loyalty Award

-Excellent Award

-Leave and Termination

d.TA Performance management

-Observation: conduct, corrective action

-Performance Appraisal

-Disciplinary Process

-TA SS: conduct, follow up improvement action

-Social/Motivation activities

7. Performance KPIs

-Re-enrolment: 40%

-CSS: 30%

-Revenue: 15% 

-Contribution: 15%