Operations Team Leader

Shangri-La Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality company in Kuala Lumpur is seeking a Customer Engagement Supervisor. The role involves leading a team to achieve performance targets, enhancing customer experiences, and ensuring operational efficiency. Candidates must possess strong communication skills in English and Mandarin/Cantonese, along with 5 years of experience in customer service. A competitive salary and attractive benefits are offered.

Benefits

Complimentary stay at any of our hotels worldwide

5-day work week

Competitive monthly salary

Discretionary performance-based bonuses

Paid training programs

Comprehensive coverage includes SOCSO, EPF, EIS

Annual preventive health screening

Qualifications

• 5+ years of experience in customer service or call center operations.
• 2 years at a supervisory level.
• Ability to work under pressure and deliver on set goals.

Responsibilities

• Lead and motivate team members to achieve KPI targets.
• Provide direction and guidance to the team.
• Deliver departmental KPIs and achieve set targets.
• Implement improvements to enhance customer experience.
• Build effective relationships with other departments.

Skills

Excellent spoken and written English

Mandarin and Cantonese

Leadership skills

Call-handling skills

Computer literacy

Job description

Shangri-La Customer Engagement & Process Transformation, Kuala Lumpur

At Shangri-La’s Customer Engagement & Process Transformation Center (CEPT-KL), we don’t just support our hotels—we elevate experiences across the global.

Our dynamic team, made up of passionate individuals from diverse backgrounds, is driven by curiosity, collaboration, and a shared commitment to excellence. Here, learning never stops, ideas are always welcome, and success is celebrated together.

We're on the lookout for extraordinary talent—someone with an eye for detail, a spark of innovation, and a genuine passion for learning and improvement.

Does this sound like you? If yes, we’d love to meet you.

You are responsible for (but not limited to):

• Lead and motivate team members to optimum performance levels to achieve KPI targets, contributing to the company's objectives.
• Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and the setting of SMART objectives. Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
• Conduct "goal setting" development reviews and recommend refresher training and development plans.
• Deliver all departmental KPIs, achieving set targets and objectives within the inbound, all ancillary areas, and outsource and overflow services.
• Challenge processes and procedures, and identify and implement improvements to enhance the customer experience or improve operational efficiency.
• Build effective relationships with other teams and departments. Communicate all information clearly and promptly.
• Act as a role model to others while striving to achieve high standards of performance and customer service.
• Assist in administrative tasks such as Leave approvals, and roster review when required
• Ensure full adherence to the company's Health & Safety policy and procedures

To succeed in this role, you should have the following skills and experience

• Excellent spoken and written English is essential.
• The ability to converse and write in Mandarin and Cantonese is a MUST
• Preferably, at least 5 years of experience in call centre operations, customer service, a travel agency, or hotel reservations, with at least 2 years at the supervisory level.
• Must be willing to work a flexible schedule or shift rotation (24-hour operations)
• Computer-literate and internet-savvy.
• Flexible to changes and has a sense of urgency
• Can work under pressure and deliver on set goals
• Positive work attitude and being able to work in a team environment
• A pleasant personality with good communication, organization and call-handling skills
• People leadership experiences desired/preferred.
• Open to Malaysians only

We offer the following benefits:

• A complimentary stay at any of our hotels worldwide.
• 5-day work week
• Competitive monthly salary
• Discretionary performance-based bonuses
• Paid training programs and opportunities for career development.
• Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance.
• Annual preventive health screening
• Attractive perks and benefits