Assistant Contact Centre Manager - Based in Macau

Talent Recruit; Kuala Lumpur; On-site; MYR 35,000 - 50,000; Full time

Job summary

A leading company in integrated resort facilities is seeking an Assistant Contact Centre Manager based in Macau. This role involves leading a team, managing rates, and collaborating with various stakeholders to ensure operational efficiency. Candidates should possess a degree in hospitality and experience in call centres, with strong skills in communication and multitasking.

Qualifications

• Minimum 2 years experience as Assistant Manager or 4 years as Supervisor.
• Strong knowledge in reservation & rate management.
• Ability to execute complex instructions.

Responsibilities

• Assist the manager in leading and coordinating activities.
• Support shift supervisors to enhance work efficiency.
• Maintain and organize key operations data.

Skills

Communication

Multitasking

Customer Handling

Education

Degree in Hospitality

Tools

Opera

Cisco

Job description

Assistant Contact Centre Manager - Based in Macau

Job Openings Assistant Contact Centre Manager - Based in Macau

About the job Assistant Contact Centre Manager - Based in Macau

Company Background

We are representing our client who is a leadingdeveloper, owner and operator of integrated resort facilities in Asia and Europe. As they continue to expand, they are seeking forAssistant Call Centre Managerto be based in Macau.

Job Requirements:

• Assist the manager in leading and motivating the shift supervisors, coordinating activities and and setting clear goals to align subordinates with the company's objectives
• Provide extra support to shift supervisors to enhance work efficiency, achieve sales targets, and contribute to team discussions
• Assist the manager in rate management tasks like setting of room rate and room package in PMS
• Build strong relationships with internal and external stakeholders to effectively resolve key issues through constructive communication
• Work closely with operations and shift supervisors to gather market and team performance insights, analyze gaps, and provide solutions or strategy recommendations to managers as needed
• Maintain and organize key operations data, ensuring accurate input for analysis and decision-making
• Establish a system to monitor shift supervisors' performance in quality and quantity, while the Assistant Manager conducts periodic spot checks and maintains organized records
  

Skills & Qualification:

• MinimumDegree in hospitality qualifications or related field
• Candidate with at least2 years working experience as Assistant Manager position (or4 years working experience as Supervisor) in a centralized call centre will be preferred
• Candidate with excellent knowledge in reservation & rate management functions (Opera, API, OTA) or call centre manager functions (Cisco, Finesse) will be preferred
• Strong communication skills with the ability to collaborate effectively
• Ability to understand and execute complex written and verbal instructions
• Capable of working efficiently under pressure and multitask
• Able to handle customers complaints independently
• Proficient in Microsoft Word, Excel, PowerPoint
• Language: Mandarin, Cantonese & English (Spoken & Written)

Qualified and interested candidates may apply online or email your updated resume to: [e-mail] / [e-mail]

Only shortlisted candidates will be notified.