Assistant Call Centre Manager

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Talent Recruit Full time
About the Role

Talent Recruit is representing a leading developer and operator of integrated resort facilities in Asia and Europe. As we continue to expand, we are seeking an Assistant Call Centre Manager to be based in Macau.

Responsibilities include assisting the manager in leading and motivating shift supervisors, coordinating activities, and setting clear goals. You will also provide support to shift supervisors to enhance work efficiency and contribute to team discussions.

Key Responsibilities

  1. Assist the manager in rate management tasks, such as setting room rates and packages.
  2. Build strong relationships with internal and external stakeholders to resolve key issues through effective communication.
  3. Work closely with operations and shift supervisors to gather market insights, analyze gaps, and provide solutions or strategy recommendations.
  4. Maintain accurate records of key operations data for analysis and decision-making.

Requirements

  • Minimum degree in hospitality or related field.
  • At least 2 years of experience as Assistant Manager (or 4 years as Supervisor) in a centralized call centre.
  • Strong knowledge of reservation and rate management functions (Opera, API, OTA) or call centre management functions (Cisco, Finesse).
  • Excellent communication and collaboration skills.
  • Ability to understand and execute complex instructions.
  • Capable of working efficiently under pressure and multitasking.
  • Able to handle customer complaints independently.
  • Proficient in Microsoft Word, Excel, PowerPoint.
  • Language proficiency in Mandarin, Cantonese, and English (Spoken & Written).


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