Operation Supervisor - Mandarin - KL (Hospitality) - Express Service Supervisor

Teleperformance USA; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

A leading company in customer service seeks a Supervisor to manage day-to-day operations in a busy Express Service environment. The ideal candidate will possess a strong background in hotel administration, customer service, and team leadership. A good understanding of contact center dynamics along with strong organizational skills will ensure success in maintaining high service standards and achieving operational targets.

Qualifications

• Minimum 3 years' experience in supervisory role in customer service or contact center.
• Must speak fluent English and Mandarin.
• Strong leadership, team management, and crisis management skills.

Responsibilities

• Manage day-to-day operations of the Express Service.
• Ensure workload planning and training of Guest Service Agents.
• Collaborate with departments to improve service delivery.

Skills

Leadership

Customer Service

Communication

Organizational

Analytical

Problem Solving

Education

University or College Degree in Hotel Administration or Hotel Management

Tools

Microsoft Office

Hotel System Knowledge (Extend, FCS)

Telecommunication Knowledge (PBX, Mobile PDA)

Job description

null

As Supervisor, he/she is required to support and manage the day-to-day operational activities ofthe Express Service. Ensures an efficient workload/workforce balance through the effectiveutilization of assigned resources and administration of activities, in support of the organization’s

goals

• To work closely with Duty Manager to establish all required business processes that are customer-centric and appropriate for hotel environment

• Work closely with Duty Manager to develop Rewards and Recognition Program

• Ensure workload planning and work schedules of Guest Service Agents to support contact centre’s objectives and guests’ expectations

• To ensure team members are well-trained and operationally ready for the property’s opening and perform all duties in accordance with hotel policies and procedures

• Ensure that all the hotel products and information are updated

• To ensure events that happened during shifts are effectively communicated and handed over to the next shift

• To work with supporting departments to achieve smooth operation flow and deliver excellent service to our guests

• Work closely with EXPRESS SERVICE Manager and other unit managers to develop Rewards and Recognition Program

• Planning, organizing and directing team members to ensure the highest level of internal and external guests’ satisfaction

• To collaborate and work closely with all departments to elevate Premium Service Delivery

• Enhance safety in the entire contact centre environment at all times

• Any other responsibilities that may be assigned from time to time

  
  Post-Opening

• Track monitor relevant call statistics and work processes with the objective to find ways to continuously improve operational processes to ensure optimal efficiency and relevancy to hotel environment

• Maintain and improve the center’s real-time responsiveness to both internal and external customers

• Establish and maintain a friendly, fun, highly-skilled and team-spirited working environment promoting a high-level of customer service to our guest and an environment that encourages input from employee

• Ensure workload planning and work schedules of Guest Service Agents to support contact centre’s objectives and customers’ expectation

• Ensure that all the hotel products and information are updated and establish proper handover session

• To manage and supervise the day-to-day operations of the Center in collaboration with Guest Service Agents within the Department to ensure that the operation runs smoothly and at its optimal efficiency

• Manage and lead team towards achieving service excellence and all required KPIs and motivate, coach, mentor, guide and supervisor all team members towards a high performance team

• Provide feedback to team on productivity and quality results

• Planning, organizing and directing team members to ensure the highest level of internal and external guests’ satisfaction

• Any other responsibilities that may be assigned from time to time

• To collaborate and work closely with all departments to elevate Premium Service Delivery

• Enhance safety in the entire contact centre environment at all times

• A minimum of 3 years experience in supervisory role in Customer service or Contact Center environment is required. Candidates who have hotel or tourism experience will have an added advantage
• University or College Degree in Hotel Administration or Hotel Management

• Candidates must speak fluent English and Mandarin

• The successful candidate will have a substantial and successful background in Call Center operations good organizational, ability to think critically analytical and problem solving skills of medium to large outfit

• Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel, Power-point. Appropriate secretarial certification will be an added advantage

• Candidates with hotel system knowledge such as Extend and FCS (or similar) is ideal

• Candidates with telecommunication knowledge such as PBX and Mobile PDA management will be an added advantage

• Excellent verbal and written communication skills

• Ability to manage in a diverse environment with a focus on client and customer services is necessary. Must have the ability to handle multiple tasks simultaneously and work well under pressure

• Possess strong leadership, team management and Crisis Management Skills

• Must be willing to work any day of the week and on rotational shift or when business needs demands

• Work is carried out predominantly in the Express Service in Singapore but is subject to change to meet business/operational needs

• Have impeccable follow-through, and “Can Do” attitude and mindset

• Excellent time management, organizational, communication and motivation skills

• The preferred candidate is able to lead, possessed a positive, fun and enthusiastic personality

• Must be willing to work any day of the week and on rotational shift when business requires