Teaching Assistant Supervisor (Operations Supervisor)

Department: English Language Training
Reports To: Department Manager (DM) or Centre Manager (CM)
Direct Subordinates: Teaching Assistants (TA) / Operations Officer
Job Purpose: Monitor staff and teaching assistants’ performance to make sure their performance is accurate, professional and effective
Customer service satisfaction (CSS)
Customer Care
- Monitor TA Team to deliver good customer service
- Maintain and improve customer service at centre
- Handling requests and complaints
- Customer service satisfaction follow Up
- Monitor pass/fail rate
Training and Development
- Conduct Workshop/Training for TA
- Suggest courses to Academic/HO
- TA Development
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 TA’s performance is accurate and professional;
- Monitor to make sure TAs 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
Marketing
- Prepare and organize all ELT activities for students at centre
- Support all local marketing events at centre
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
- Social/Motivation activities