• Manage Client/Partner and Teammate relationship• Provide candid, outcome-oriented, and actionable feedback to stakeholders • Hire and manage operations teams for day-to-day administration, customer service, and other support roles

Direct/Manage/Control all teams in charge of handling office-based teachers • Help direct/manage the operations of different teams in the site and ensure that they all reach their targets• Manage and increase the effectiveness and efficiency of support teams through improvements to each function as well as coordination and communication between support and business functions• Play a significant role in long-term planning, including an initiative geared toward operational excellence; help the Operations Director with strategizing• Continuously improve the operational systems, processes and policies• Provide leadership, strong reporting, information flow management• Supervise and coach office managers on a weekly basis, as well as track and measure the performance of the teams and ensure that regular feedback is given

• Perform Operational functions leading 500+ employees, directly reporting to Operations Director to ensure satisfaction of the Company in alignment with Client Expectations• Supervise and coach Operations Managers on a daily/weekly basis, as well as track and measure the performance of the teams and ensure that regular feedback is given• Responsible for the effective day-to-day running and management of the call center operations• Manage the client relationship and ensure full compliance with contract requirements• Continually investigate and introduce process improvement measures and present suggestions to Call Center Operations Director for consideration • Liaise with the call center supervisors and executive team for both levels to have a better understanding of the current situation of the call center operations• Identify, create, and capitalize on both innovative and traditional concepts to boost financial performance while maintaining Client Key Performance Indicators• Ensure appropriate staffing, training, development, and performance of a service unit focused on customer satisfaction whilst monitoring the effective use of time and resources to ensure that the call center is operating at maximum efficiency