Operations Supervisor (Trưởng Nhóm Chăm Sóc Khách Hàng) – ILA Phan Xích Long – ILA Vietnam

Website ILA Vietnam

Training and Development

  • Conduct Workshop/Training for TA and Operation
  • Suggest courses to Academic/HO
  • Operation Officer and TA Development
  • 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 Operation Officer’s performance is accurate and professional;
  • Monitor to make sure Operation Officer 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;
  • Monitor ILA parents to make sure all information correct
  • Class schedule
  • Work closely with sales and care team to merge or fill classes to burn revenue
  • Monitor all class to alert CM to avoid delay or cancel
  • Work close with sales and care team to forecast new classes
  • Scheduling
  • Supervise SE to make sure smart and correct scheduling
  • Work with AM to monitor and forecast teachers on time
  • 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


  • Competitive salary rate
  • Full insurances as well as being given a private insurance card
  • Opportunities to move to another position within the organization
  • 14 days of leave per year.
  • Bonding activities
  • Qualifications


  • Prefer 02 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-organised and detail management

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