Assistant Contact Centre Manager - Based in Macau

Talent Recruit; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is looking for an Assistant Call Centre Manager to support operations in a dynamic environment. This role involves leading shift supervisors, enhancing team efficiency, and maintaining strong relationships with stakeholders. You will play a crucial part in managing rates and ensuring high-quality service delivery. Join a forward-thinking company that values collaboration and innovation, where your contributions can significantly impact the success of integrated resort facilities across Asia and Europe. If you thrive under pressure and are passionate about hospitality, this opportunity is perfect for you.

Qualifications

• Minimum degree in hospitality or related field required.
• 2 years as Assistant Manager or 4 years as Supervisor in call center preferred.

Responsibilities

• Assist in leading and motivating shift supervisors to align with company objectives.
• Build relationships with stakeholders to resolve key issues effectively.

Skills

Communication Skills

Multitasking

Customer Complaint Handling

Collaboration

Education

Degree in Hospitality

Tools

Opera

Cisco

Finesse

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Company Background

We are representing our client who is a leading developer, owner and operator of integrated resort facilities in Asia and Europe. As they continue to expand, they are seeking an Assistant Call Centre Manager to be based in Macau.

Job Requirements:

1. Assist the manager in leading and motivating the shift supervisors, coordinating activities and setting clear goals to align subordinates with the company's objectives.
2. Provide extra support to shift supervisors to enhance work efficiency, achieve sales targets, and contribute to team discussions.
3. Assist the manager in rate management tasks like setting of room rate and room package in PMS.
4. Build strong relationships with internal and external stakeholders to effectively resolve key issues through constructive communication.
5. 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.
6. Maintain and organize key operations data, ensuring accurate input for analysis and decision-making.
7. 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:

1. Minimum Degree in hospitality qualifications or related field.
2. Candidate with at least 2 years working experience as Assistant Manager (or 4 years working experience as Supervisor) in a centralized call centre will be preferred.
3. Candidate with excellent knowledge in reservation & rate management functions (Opera, API, OTA) or call centre manager functions (Cisco, Finesse) will be preferred.
4. Strong communication skills with the ability to collaborate effectively.
5. Ability to understand and execute complex written and verbal instructions.
6. Capable of working efficiently under pressure and multitasking.
7. Able to handle customer complaints independently.
8. Proficient in Microsoft Word, Excel, PowerPoint.
9. 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.