Operations Supervisor- Beijing North Star

[{{ $ctrl._job.status.name | translate}}] Operations Supervisor- Beijing North Star
The Walt Disney Company (Corporate)

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Job description

Job Summary
The Disney English Call Center Operations Supervisor will be responsible for the motivation and effective management of a team of call center cast reporting to him/her to ensure the achievement of call center operation targets, including, but not limited to, call volumes, appointment setting, show up rates, quality assurance levels, cast retention, and business sales targets.
Responsibilities Key Responsibilities

Castmember Management and Development
  • Ensuring FDAs, CHAs, cleaning staff and security guards understand and follow all Disney English policies and procedures. Ensure training and development needs of their team are being met.

  • Provide team members with on-going subject-specific training related to service and product enhancements/additions.

  • Hold weekly team meetings with FDAs and CHAs to ensure the team is aware of up-coming activities and clear on priorities.
    Service and Operational Standards

  • Ensure learner safety and security in the reception area and clubhouse.

  • Ensure all guests are greeted in a warm and friendly manner in person, or over the phone.

  • Assist Center Manager with parent service recovery.

  • Ensure daily center opening and closing checklists are completed and any gaps identified are addressed in a timely manner through the appropriate channels.

  • Conduct monthly site check, submission of any maintenance requests, scheduling regular maintenance work in line with the regional calendar to prevent operational impact and verify quality of work done.

  • Internal and external supplies and materials ordering and logistics; managing center stock, placing orders from warehouse/vendors and confirming successful delivery.

  • Assist in new Castmember on-boarding: ordering business cards, costume, and others.

  • Ensure seasonal holiday decorations are produced, put up and taken down in a timely manner and in-line with company guidelines.

  • Responsible for filing account requests and updating existing records for all staff-related systems: time clock, mailing lists, employee records, system accounts.

  • Center-level main point of contact for IT team related to systems and functions related to Operations.

  • Collect tuition fee and deposit from customer and issue receipt/invoice to customer.

  • Refund customer tuition fee and customer deposit.

  • Bank deposit and cash on hand management.

  • Petty cash management and staff reimbursement.

  • Ensure related payment/ refund information is up to date and accurate in the CRM system.

  • Daily/ Monthly cash reconciliation and cash flow report.

  • Custodian of bank draft, receipt and Fapiao.

  • Tax affairs.
Basic Qualifications Job Qualifications
  • Experience with and passionate about working with children.

  • Strong sense of customer service.

  • High level of personal integrity and credibility.

  • Ability to work under pressure and can accept flexible working time including weekends and evenings.

  • Service industry (or related) administrative experience.

  • Very Strong computer skills, especially in MS Office.


See description

Job type
Beijing, China
Starting in
As soon as possible
Duration of the contract

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