Hotel Call Center Supervisor - Guest Experience & Training

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading hotel in Singapore is seeking a Call Centre Manager to oversee daily operations and ensure exceptional customer service. The ideal candidate will have at least 5 years of experience, including 2 years in a supervisory role within a call centre. Responsibilities include managing team performance, conducting training, and handling escalated customer issues. Strong communication skills and the ability to thrive in a fast-paced environment are essential. Join us to enhance our guests' experience through effective team leadership and operational excellence.

Qualifications

• Minimum of 5 years' experience with 2 years of supervisory experience in a call centre environment.
• Familiarity with call centre metrics and performance management.
• Experience in resolving customer issues effectively.

Responsibilities

• Oversee all incoming calls ensuring prompt and accurate responses.
• Resolve escalated issues efficiently for guest satisfaction.
• Conduct regular performance evaluations and provide constructive feedback.
• Monitor and analyze call centre metrics for process improvements.
• Handle all reservation-related matters accurately.

Skills

Customer service orientation

Verbal and written communication

Handling escalated calls

Organizational and multitasking abilities

Education

Minimum ‘N’ level certification

Job description

A leading hotel in Singapore is seeking a Call Centre Manager to oversee daily operations and ensure exceptional customer service. The ideal candidate will have at least 5 years of experience, including 2 years in a supervisory role within a call centre. Responsibilities include managing team performance, conducting training, and handling escalated customer issues. Strong communication skills and the ability to thrive in a fast-paced environment are essential. Join us to enhance our guests' experience through effective team leadership and operational excellence.