Stag Match® is a registered education business that has become a leading education business in the education industry. Our growing services are in-line with Singapore’ Education system, which focuses on students’ creative thinking and analytical skills.
We are looking for an independent , self motivated, passionate and initiative Centre Head (Enrichment) personal to ensure growth of the business and smooth sailing of the operation .
Job Description
- Reporting to MD/CEO
- Oversee the leadership and management of the Stag Match (Singapore) offsite and online site.
- Monitor all the enrichment services by external operator.
- Strategise, Create, Plan and organise the curriculum and programmes for the centre.
- Manage the deployment, professional development and well-being of staff.
- Manage the day to day performance of the Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
- Set the Business strategy for the development of the centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
- Be responsible for the end to end customer contact processes and associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
- Responsible for the recruitment, training, induction ,coaching and Sales strategy across the centres
- Work closely with teacher/manager in Training delivery teams. Taking responsibility for the ongoing development all levels of centre colleagues.
- Reviewing and defining clearly all centre roles, any required shift and candidate profiles required across the contact centre operation
- Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
- Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
- Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling .
- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
- Deliver cost efficiencies and increased in Customer Satisfaction Scores.
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
- Responsible for student recruitment drive; sales and marketing of the centres to meet or exceed the KPI.
- Training and development of the staffs.
Requirement
- Proven experience (Min 3 years) working as a Head of Center/ Centre Director.
- Must be familar with MOE and education sector
- Great knowledge of Education Sector
- Strong leadership and conflict resolution skills.
- Excellent organizational and problem-solving skills.
- Effective communication skills.
- Detail-oriented.
Basic + Commission
