Resort Call Center Supervisor

Job Summary:

Responsibilities:

• Conduct daily briefing to the team and update Resort Call Center Database information in timely basis to ensure information provided to Guests are accurate, and perform floor management and provide support to the team on daily regular basis
• Handle incoming calls as Hosts and Guest comments or complaints escalated from subordinate
• Update training materials and conduct training to the new hires and to the team for enhancing the quality of services provided to Guests
• Prepare and cross check daily log sheets to ensure data quality, perform case investigation and identify root cause, and escalate to different internal partners for Guest's case handling
• Lead the Resort familiarization, team building activities, mentor and mentee tea and snack sessions regularly to enhance communications among team
• Ensure the team members are properly groomed, enriched their telephone etiquette, product and procedural knowledge in aim to improve operation efficiency and effectiveness
• Conduct quality assurance to transactions and ensure accurate and consistent information delivered to Guests
• Host coaching with team members on regular basis to drive performance improvement and deliver positive comments as recognition

Basic Qualifications:

• Higher Diploma or above in hospitality or related disciplines
• Minimum 3 years related working experience in hospitality or call center field
• Excellent command of both spoken and written English, Cantonese and Mandarin. (Non Chinese speaking candidates are welcome!)
• Good interpersonal, organizational and communication skills

Preferred Qualifications:

• Preferably with previous work experience in Hotel, customer services, or tourism industry
• Preferably with tertiary education qualification from Hotel, Hospitality or Tourism Management courses
• Preferably with computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing

Additional Information: