Trung Tâm Tiếng Anh ILA Tuyển Dụng Nhiều Vị Trí Tháng 8/2016

ILA Vietnam là một công ty hoạt động trong lĩnh vực giáo dục và đào tạo tiếng Anh có vốn sở hữu nước ngoài, chuyên cung cấp các chương trình học và dịch vụ bao gồm:

  • Chương trình giảng dạy Anh ngữ dành cho trẻ em và người lớn
  • Chương trình luyện thi các kỳ thi quốc tế
  • Chương trình đào tạo giáo viên
  • Đào tạo doanh nghiệp
  • Trung Tâm Du Học ILA

 1. Customer Care Supervisor (tp HCM, Bien Hoa)

Department: English Language Training
Reports To: Department Manager (DM) or Centre Manager (CM)
Direct Subordinates: Teaching Assistants (TA) / Customer Care Officer (CCO)
Job Purpose:
- In charge of re-enrolment and customer service at centre as per the company’s budget and target. 
- Monitor staff and teaching assistants’ performance to make sure their performance is accurate, professional and effective

Working Relationships 
Internal: FO, Academic, ELT, TA and HO departments
External: Customers

Responsibilities 
1. Performance KPIs
- Re-enrolment: 40%
- CSS: 30%
- Revenue: 15% 
- Contribution: 15%

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 PO follow up re-enrolment well
- Monitor administration for re-enrolment process to avoid problem and make customer happy

3 . Customer satisfaction (CSS) 
 Customer Care
- Monitor PO 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
 Training and Development
- Conduct Workshop/Training for TA and CCO
- Suggest courses to Academic/HO
- CCO and TA Development

4. Centre operations 
 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;
 Staff supervising
- Observe/monitor to make sure PO’s performance is accurate and professional;
- Monitor to make sure PO follow policies, procedures, instructions, internal regulations and standards;
- Check ERP to make sure every process is applied correctly;
- Arrange staff working schedule

 Inventory
- Responsible for appropriate forecast and ordering of books and materials for centre use 
 Course administration
- Before a class start: classroom, teacher, TAs, books, CDs, POS, resources;
- During the course: class visit, callings, tests, resources, survey, results, telesales

5. Marketing 
 ELT activities
- Prepare and organize all ELT activities for students at centre

 Local event
- Support all local marketing events at centre

6. TA management 
 Teaching Assistant recruitment
- Forecast TA 
- Recruitment process
- Induction

 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

 Remuneration
- TA Salary/Scale raise
- Contract
- Loyalty Award
- Excellent Award
- Leave and Termination

 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%

 Requirements

 Prefer 03 years working experience in foreign company and in service product
 Prefer working experience in an educational organisation
 University graduated
 Ability to work independently and as part of a team
 Fluent in both English and Vietnamese
Skills 
 Leadership/ownership
 Management skills
 Team building and Communication skills
 Problem solving skills
 Training and coaching skills
 Well-organise and detail management 
 Ability to work independently and as a part of the team
Language Fluent in both English and Vietnamese (Upper - intermediate level)
Computer Familiar with Microsoft Office
Other requirements 
Be able to work on shifts and travel

APPLY HERE

 2. Centre Manager - Ha Noi, Ho Chi Minh

Department: Centre Management Team
Reports To: Group Centre Manager

Job Purpose 
To develop and manage a training centre in response to the company’s directions, strategies in order to achieve the budgets.

Working Relationships 
Internal HO Departments, BOD, CM & Department Heads / Managers External Local authorities, clients, schools and suppliers

Responsibilities 
1. Centre performance:
- Propose the annual financial budgets including new sales, revenue, overhead costs and contributions;
- Together with Academic Manager, propose the annual non-financial targets including: re-enrolment rate, lost teaching hours, CSS, etc
- Propose plans and actions in order to achieve the approved annual budgets and targets.

2. Centre operations:
- 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;
+ Maintain ILA standards inside and outside the building: visual, billboard, posters, noticeboard;
+ Responsible for appropriate forecast and ordering of books and materials for centre use.

- Human Resources
+ Recruit and select staff
+ Train and coach staff
+ Develop staff

- Administration
+ Follow relevant regulations, code and law of the government;
+ Work with local authorities.

- Operations
+ Follow the company policies, procedures, regulations, document and reporting systems
+ Maintain the company standards 
+ Make sure staff follow the company policies, procedures, regulations, document & reporting systems and standards.

- Academic involvement
Work with Academic Manager about the following for the purpose of bringing the best results to the company and the best services to relevant people: customers, teachers, TAs, staff.
+ Non-financial budgets
+ Scheduling
+ Teachers issues, if any
+ Events
+ Others where appropriate

3. New centre set-up: if any

 Qualifications 
- University graduate
- At least 3 years experience at management level in a foreign invested company
- Understanding of local and foreign educational systems

Skills 
- Strategy planning skills 
- Good management skills 
- Strong sales and customer service focus
- Excellent organisational skills
- Excellent interpersonal and communication skills
- Good presentation and persuasive skills
- Training, coaching and delegating skills

Language: Fluent in both English and Vietnamese

Computer: Familiar with MS Office, Microsoft Project, etc
Others requirements 
- Manage more than 1 centre
- Work on shift and/or weekend
- Travel outside the city-centre

 3. Programme Advisor (Ho Chi Minh, Binh Duong & Hai Phong)
Job Purpose:Handling programmes consultation, sales and customer care activities

Working Relationships: Coordinate and support relevant departments

Internal: ELT, Academic, Marketing, Accounts
External: Customers and students

* Responsibilities
1. Handle student enrolment
- Sign up students for courses
- Arrange payment for courses
- Check the inquiries
- Arrange class transfers
- Arrange school fee refunds
- Arrange school fee savings
- Assign classes and level placement for students
- Follow up company and private class payments by bank transfer

2. Handle programmes consultations and sales activities
- Introduce the company
- Clarify customers’ needs
- Give pre-consultations
- Get students’ information
- Arrange placement tests
- Deliver programmes / course consultations

3. Handle customer care activities
- Handle customer complaints, customer requests
- Update and follow up Customer Complaint Resolution Records
- Update waiting lists
- Follow up booking lists
- Do the telesales
- Email to customers as requested

4. Handle customer payment
- Receive customer payments
- Hand over cash balance to ACC/TTO

5. Administration tasks
- Manage students’ documents
- Make reports: Visit, New Sales, Summer Courses...

 * Qualifications
- Good product knowledge
- Sales orientation
- College/University graduated is an advantage
- Sales experience, including in counselling, advising and customer service

* Skills
- Good telesales skill 
- Good communication and persuasion skills
- Excellent interpersonal skills
- Team player, interacts well with people of all levels
- Strong sales and customer service focus

* Language: Fluent in Vietnamese; English fluency is an advantage

* Computer: Familiar with MS Office

* Other requirements:
- Prefer Female
- Good appearance
- Age range: 21 to 30
- Well presented
- Enthusiastic, professional and well-organized
- Ability to work independently as well as in a team
- Available for shift working
- Ability to work under pressure
- Outgoing personality and self motivated

 4. Educational Counsellor ( TP HCM, Biên Hòa)
Department: The Overseas Study Centre (OSC)

Reports To: Department Manager (DM) / Counselling Supervisor (CS)

Job Purpose: Bring sales and revenue for the OSC and do relevant tasks related to counselling.

Working Relationships 
Internal: Staff of related departments
External: 
- Overseas schools
- Educational organizations, partners and all organizations related to student visa
- OSC Customers

Responsibilities 
- Have excellent knowledge in terms of product and functional knowledge
- Give counselling to customers in person, on phone and by email
- Do telesales
- Complete school application and visa application 
- Liaise with overseas schools on student application and issues
- Make sure the student folder filed with appropriate and enough documents
- Handle customer issues; get support from superiors if necessary
- Conduct visa training and program orientation
- Follow up student study pathway with schools
- Conduct customer service after sales: build up supporter network and strengthen relationship with students 
- Be interpreter for department seminars & support school partners at fairs
- Get to know and update overseas study market, competitors and other related education organizations frequently
- Attend training workshops, exhibitions, fairs and relevant events 
- Be leaders for summer course program
- Make sure the working area neat and tidy
- Support CS and DM on assigned tasks

 Qualifications: 
- University Degree
- Experience in Overseas Study area and Administration

Skills 
- Leadership/Ownership
- Team work
- Communication
- Problem solving
- Creativity
- Cooperation
- Capability building

Language Excellent English and Vietnamese (4 skills), Upper-Intermediate

Computer Excellent at MS-Office (Word, Excel, PowerPoint, Outlook)

Other requirements Right mind-set, in good healthy condition, active, adaptable and flexible

 5. Project Manager - Ho Chi Minh

Responsibilities 
 Direct and manage project development from beginning to end.
 Draft and submit budget proposals, and recommend subsequent budget changes where necessary.
 Where required, negotiate with others department managers for the acquisision of required personnel from within company.
 Delegate tasks and responsibilities to appropriate personnel.
 Plan and manage project timelines.
 Develop and deliver progress report, proposals, requirements documentation.
 Coach, mentor, motivate and supervise project team members and contractors and influence them to take positive action and accountability for their assigned work.
 Build, develop, and grow any relationships vital to the success of the project.
 Develop best practices and tools for project execution and management.

 Qualifications 

 University Degree in the field of civil engineering & construction infrastructure
 At least 5 years direct work experience in project management capacity, including all aspects of process development and execution

Skills 
 Excellent communication & negotiate skills
 Excellent interpersonal and teamplayer, well interact with people of all levels
 Strong customer service & problem solving

Language: Fluent in both English and Vietnamese

Computer: Familiar with MS Office, project management softwares

Other requirements 
 Enthusiastic, professional and well-organized
 Ability to work independently as well as a team 
 Willing to travel

 6. Information Technology Manager - Ho Chi Minh
Department: Management Information System

Reports To: Chief Technology Officer

Direct Subordinates: Network Administration & Security Supervisor, IT Support Supervisor, Business Applications Supervisor

Job Purpose: Lead and manage IT team

Working Relationships :
Internal All departments in ILA
External IT suppliers

Responsibilities:
 Advise BOD in directing IT developments strategically to align with the company’s business strategy
 Lead and manage MIS Department to deliver effective and efficient results of IT developments in all functional areas including IT infrastructure, IT security, business applications, and IT support
 Develop and update IT policies, IT regulations and MIS documentation system (processes, procedures, work instructions, technical documents, etc.)
 Do strategic planning, tactical planning and annual planning to improve, develop all functional areas in information technology in the companywide
 Plan annual budgets and manage actual costs effectively
 Manage company’s IT properties and resources including hardware, software licenses, data, files, mail, etc.
 Monitor performance of IT staff and driven for high performing IT team
 Motivate, train, coach and develop IT staff’s functional and competencies capabiliites

 Qualifications 
 University Degree in IT or Computer Science or same
 At least 7 years of experience and strong command in developing and managing information systems consisting of IT infrastructure, IT security, business applications and IT support
 At least 7 years of experience in post of IT Manager/ MIS Manager/ CIO in foreign companies having 500+ computers
 At least 7 years of experience in leading/managing a team of 7+ subordinates
 At least 7 years of working experience in ERP systems such as Microsoft Dynamics, Solomon, Navision, Sun Systems, Oracles, QAD, SAP, etc. 
 Strong command in business processes

Skills 
 Technical background: MS Windows Server 2003 or above, SQL server 2000 or above, Exchange Server 2003 or above, routers, managed switches, VLAN, hardware firewalls, wide area network and IT security systems
 Experience and strong command in at least one of ERP systems and business processes

Language:
Strong command in communication in both English and Vietnamese languages

Computer:
Good skills in office software applications

Other requirements: 
 Strategic planning capability
 Good in leadership, management, time management, staff motivation, problem solving and capability building
 Well-organised and analysis skill
 Dynamic, effective communication
 Has collaborative and teambuilding spirit

 7. Facility Management Executive - HCM
Facilities Management 
- Housekeeping 
* Classroom setup
* Cleaning 
- Facility Maintenance 
- Coordination of maintenance staff among centres 
- Corrective maintenance 
- Periodic check 
- Preventive maintenance

Safety Management 
• Fire/Explosion Prevention and Fighting 
- Fire/explosion fighting & evacuation 
- Fire/explosion prevention 
- Manage and conduct the fire drill & training 
• Security 
- Manage the out sourcing supplier (ie. Security Guards) 
- Manage the security condition 
- Parking arrangement 
• Safety 
- General safety 
- Labour safety

 Conduct the business affair to local authority
 Support other departments for events occurring at the centre

 Qualifications:
University graduated, qualifications in property management and construction are preferred

Skills: 
 Excellent communication, interpersonal & presentation skills; 
 Independent, self- motivated team player with passion for results; 
 Customer oriented, problem solving skills;

Language: Fluent in both English and Vietnamese

Computer: Familiar with MS Office, Microsoft Project, etc.

Other requirements: 3 years experience working in foreign invested companies in similar position

 8. Sales Supervisor (Ha Noi, Hai Phong)
1. Performance KPIs 
- Sales: 40%
- Waiting day: 30%
- Revenue: 15%
- Re-enrolment: 15%

2. New sales management
- Weekly and monthly sales planning
- Monitor sales performance daily;
- Monitor conversion rate (visitors – placement tests- sales) daily;
- Follow up bookings daily;
- Review sales performance weekly and set plan for upcoming week(s).
- Co-operate with other training centres to maximize sales for the company;
- Monitor telesales activities at centre

3. Customer satisfaction
- Monitor PA in their customer care tasks to make sure the services are professional;
- Handle customers’ feedbacks/complaints;
- Verify customers requests relating to saving fee, class transfer, refund, etc
- Verify special offer or discounts;
- Propose events, activities for centre when necessary;
- Support in events organized/planned by the company

4.Coaching and training
- Conduct Workshop/Training for PA
- Coach for PA
- PA Development

5. Centre Operation 
 Class scheduling
- Forecast classes;
- Schedule classes for the purpose of maximize enrolment and teaching hours;
- Be flexible and adapt the market demand in scheduling to maximize revenue and teaching hours;

 PA supervising
- Observe/monitor to make sure PA’s performance is accurate and professional;
- Monitor to make sure PA follow policies, procedures, instructions, internal regulations and standards;
- Check ERP to make sure every process is applied correctly;
- Arrange staff working schedule

6. School contract
- Visit school to build relationship
- Monitor school contract to make sure deliver good service to the students 
- Follow up payment at school

7. Marketing 
 Local MRK
- Prepare and organize all local marketing event at centre
 ELT activities
- Support all ELT activities at centre

8. Reporting 
- Complete reports: weekly, monthly or as required
- Verify weekly monthly new sales report
- Verify Non-standard Working Hours Report
- Check Unearned Revenue Reports and take immediate action for any “Outstanding Payment” cases. 
- Corporate report
- Verify weekly and monthly ILA account report

9. TCM Delegation 
- Support TCM in centre performance
financial KPIs: new sales, revenue;
- Support TCM in cost control: utilities, paper, stationery, resources; 
- Work with HO departments and training centres, when necessary
- Work with local authorities, landlord, schools, clients, when necessary

 Qualifications 
• University degree, major in English
• Experience in working in administration and customer services. Sales experience is preferable.
• Experience in supervision position

Skills
• Good leadership and management skills 
• Good analysis & problem solving skill
• Be able to well manage and organise the job
• Be careful and details
• Training, delegation & coaching skill
• Basic knowledge in finance

Language 
• Good communication skills both in English and Vietnamese

Computer 
• Good MS Office skills (Word, Excel, Access…)

Other requirements 
• Be able to work on shift
• Be able to travel to another TCs as request

 9. Programme Advisor (Ha Noi)
Department: English Language Training (ELT)

Job Purpose:Handling programmes consultation, sales and customer care activities

Working Relationships: Coordinate and support relevant departments

Internal: ELT, Academic, Marketing, Accounts
External: Customers and students

* Responsibilities
1. Handle student enrolment
- Sign up students for courses
- Arrange payment for courses
- Check the inquiries
- Arrange class transfers
- Arrange school fee refunds
- Arrange school fee savings
- Assign classes and level placement for students
- Follow up company and private class payments by bank transfer

2. Handle programmes consultations and sales activities
- Introduce the company
- Clarify customers’ needs
- Give pre-consultations
- Get students’ information
- Arrange placement tests
- Deliver programmes / course consultations

3. Handle customer care activities
- Handle customer complaints, customer requests
- Update and follow up Customer Complaint Resolution Records
- Update waiting lists
- Follow up booking lists
- Do the telesales
- Email to customers as requested

4. Handle customer payment
- Receive customer payments
- Hand over cash balance to ACC/TTO

5. Administration tasks
- Manage students’ documents
- Make reports: Visit, New Sales, Summer Courses...

 * Qualifications
- Good product knowledge
- Sales orientation
- College/University graduated is an advantage
- Sales experience, including in counselling, advising and customer service

* Skills
- Good telesales skill 
- Good communication and persuasion skills
- Excellent interpersonal skills
- Team player, interacts well with people of all levels
- Strong sales and customer service focus

* Language: Fluent in Vietnamese; English fluency is an advantage

* Computer: Familiar with MS Office

* Other requirements:
- Prefer Female
- Good appearance
- Age range: 21 to 30
- Well presented
- Enthusiastic, professional and well-organized
- Ability to work independently as well as in a team
- Available for shift working
- Ability to work under pressure
- Outgoing personality and self motivated

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