Assistant Contact Centre Manager - Based in Macau

Company Background

We are representing our client who is a leading developer, owner and operator of integrated resort facilities in Asia and Europe. As they continue to expand, they are seeking an Assistant Call Centre Manager to be based in Macau.

Job Requirements:

1. Assist the manager in leading and motivating the shift supervisors, coordinating activities and setting clear goals to align subordinates with the company's objectives.
2. Provide extra support to shift supervisors to enhance work efficiency, achieve sales targets, and contribute to team discussions.
3. Assist the manager in rate management tasks like setting of room rate and room package in PMS.
4. Build strong relationships with internal and external stakeholders to effectively resolve key issues through constructive communication.
5. Work closely with operations and shift supervisors to gather market and team performance insights, analyze gaps, and provide solutions or strategy recommendations to managers as needed.
6. Maintain and organize key operations data, ensuring accurate input for analysis and decision-making.
7. Establish a system to monitor shift supervisors' performance in quality and quantity, while the Assistant Manager conducts periodic spot checks and maintains organized records.

Skills & Qualification:

1. Minimum Degree in hospitality qualifications or related field.
2. Candidate with at least 2 years working experience as Assistant Manager (or 4 years working experience as Supervisor) in a centralized call centre will be preferred.
3. Candidate with excellent knowledge in reservation & rate management functions (Opera, API, OTA) or call centre manager functions (Cisco, Finesse) will be preferred.
4. Strong communication skills with the ability to collaborate effectively.
5. Ability to understand and execute complex written and verbal instructions.
6. Capable of working efficiently under pressure and multitasking.
7. Able to handle customer complaints independently.
8. Proficient in Microsoft Word, Excel, PowerPoint.
9. Language: Mandarin, Cantonese & English (Spoken & Written).

Qualified and interested candidates may apply online or email your updated resume to: sia@talentrecruit.com.my / jessica@talentrecruit.com.my.

Only shortlisted candidates will be notified.