Operations Team Leader

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shangri-La Hotels Full time
Shangri-La Customer Engagement & Process Transformation Kuala Lumpur


Shangri-La's Customer Engagement and Process Transformation Center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-la hotels worldwide.


Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion to delight, learn, and share knowledge.

Growing exponentially, the award-winning Shangri-la CEPT-KL is constantly on the lookout for highly motivated and talented individuals.

We're looking for someone extraordinary. Someone with a meticulous, innovative mind, skilful, and thirsty for knowledge. Is it you, we're looking for?

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 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, outsource and overflow services.
Challenge processes and procedures, 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 in a timely manner.
Act as a role model to others whilst striving to achieve high standards of performance and customer service.
Assist in administrative task such as Leave approvals, rosters 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.
Ability to converse & write in Mandarin & Cantonese is an added advantage.

Preferably min 5 years experience in call centre operations, customer service, travel agency or hotel reservations with at least 2 years in 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 ability to work in a team environment
Pleasant personality with good communication, organization and call-handling skills
People leadership experiences desired/preferred.
Open to Malaysians only

What's in It for You?

Free stay at any of our Hotels globally (one of a kind in the industry)
5-Day work week.
Earn attractive monthly salary.
Discretionary performance-based bonus and incentives.
Paid Training and career development opportunity.
Socso, EPF, EIS and medical insurance coverage.
Annual Preventive Health Screening.
Annual Leave.

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