Assistant Contact Centre Manager - Based in Macau

Talent Recruit; Kuala Lumpur; On-site; MYR 121,000 - 182,000; Full time

Job summary

Talent Recruit represents a leading developer, owner and operator of integrated resort facilities seeking an Assistant Call Centre Manager based in Macau. You will assist the manager in leading shift supervisors, coordinating activities and setting clear goals to align teams with company objectives.

The ideal candidate has a hospitality degree and at least 2 years in an Assistant Manager role (or 4 years as a Supervisor) in a centralized call centre, with knowledge of reservation and rate

Qualifications

• Minimum degree in hospitality or related field.
• 2 years in Assistant Manager role (or 4 years as Supervisor) in a centralized call centre.
• Experience with reservation & rate management (Opera, API, OTA) or call centre tools (Cisco, Finesse).
• Strong communication and ability to work under pressure.
• Proficient in MS Word, Excel and PowerPoint.
• Languages: Mandarin, Cantonese & English (spoken & written).

Responsibilities

• Assist the manager in leading and motivating shift supervisors, coordinating activities and setting clear goals.
• Provide support to enhance efficiency, achieve sales targets and contribute to team discussions.
• Assist in rate management tasks like setting room rates and packages in PMS.
• Build relationships with internal and external stakeholders to resolve issues through constructive communication.
• Gather market and team performance insights, analyze gaps and propose strategies.
• Maintain and organize key operations data for analysis and decision-making.
• Monitor shift supervisors' performance and conduct spot checks with organized record-keeping.

Skills

Strong communication

Team leadership

Microsoft Office

Language: Mandarin, Cantonese &英语

Education

Bachelor's degree in hospitality

Tools

Opera

API

OTA

Cisco Finesse

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 for Assistant 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)