Guest Service Call Center Manager

**Job Number** 24104227

**Job Category** Reservations

**Location** Sheraton Imperial Kuala Lumpur Hotel, Jalan Sultan Ismail, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Oversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and administration of the call center’ s operating and capital budgets. Monitors call center metrics and tracks statistics for current and historical analysis. Substitutes the Reservations Manager in their absence.

**CANDIDATE PROFILE**

**Education and Experience**
- Bachelor’s degree in Business, Hospitality or related professional area; minimum 3 years’ experience in a high volume customer service call center with a minimum of 1 year of supervisory experience

OR
- 2-year graduate degree from an accredited university in Business, Hospitality or related professional area; minimum 1 year of experience in a high volume customer service call center with 1 year of supervisory experience

**CORE WORK ACTIVITIES**

**Managing Daily Call Center Activities**
- Manages daily call center operations including staff performance, call center productivity and service standards.
- Provides all Call Center Agents with necessary resources to efficiently complete their daily job.
- Monitors all call center related systems.
- Assists Call Center Agents in handling guest complaints and resolving issues.

**Monitoring Customer Services Goals**
- Assists with the preparation and administration of the call center’s operating and capital budgets
- Monitors call center metrics such as call volume, abandonment rates and calls in queue to prepare forecasts and determine daily goals
- Tracks statistics for current and historical analysis
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

**Managing and Conducting Human Resource Activities**
- Facilitates initial and ongoing training for the call center staff
- Assists with interviewing and selecting employees; makes suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees are given particular weight.
- Directs the work of employees, including handling employee complaints and executing disciplinary action as appropriate
- Plans and apportions the work of employees, including setting and adjusting their rates of pay and hours of work
- Provides for the safety and security of the employees or the property
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.