Operations Team Leader

1 week ago

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, to learn, and to 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 and innovative mind skilful, with a thirst 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 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, 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 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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