Progress Advisor Manager (PAM) is responsible for driving center service to excellence, creating customer-focused service, and making sure customers enjoy their learning experience at EF centers.
PAM coordinates, motivates and manages the whole service team, offering new staff orientation and current staff training. PAM is also responsible for all service related targets (retention, customer satisfaction surveys and net promoter score, referral) as well as winter/summer courses sales target.
® Achieve retention, referral and customer satisfaction targets
Monitor service team’s daily working procedure and result to ensure high service quality
® Organize intra-team sharing workshops to improve the team’s overall service skills
® Motivate service team members. Assist the implementation of service related policies and procedures
® Coordinate daily communication and cooperation between the service team and other departments
® Plan, organize and perform onsite management of school activities. Collect post-activity responses
® Improve the service system and related procedures
® Assist Center Directors (CDs) in handling complaints and suggestions from parents
® Assist CDs in recruiting and training
® Generate centers’ operation and service reports to CDs
® Achieve individual retention target (if needed)
® Analyze center based Life Club activities and compile activity reports.
® Assist, organize and coordinate center based as well as off-center Life Club activities
® Love children and care about their growths
® Bachelor degrees or above, English major preferred
® Fluent in both oral and written English
® Strong sense of responsibility
® Over 5 years of working experience, at least 3 years of experience in education related industries
® Over 2 years of experience in team management
® Good communication skills
® Able to work under pressure
® Result oriented