Operations Team Leader

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shangri-La Shared Services Sdn. Bhd. Full time 80,000 - 120,000 per year

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, and 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 or 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 on rotational shift (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

We offer the following benefits:

  • A complimentary stay at any of our hotels worldwide.
  • 5-day work week
  • Competitive monthly salary
  • Discretionary performance-based bonuses
  • Paid training programs and opportunities for career development.
  • Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance.
  • Annual preventive health screening
  • Attractive perks and benefits

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