Customer Contact Centre Supervisor

Hotels Clubs and Spas
Sales and Marketing/PR
Supervisory level
Salary Description:
Shangri-La Hotels & Resorts
Job Ref:

Shangri-La International Hotel Management Limited
The Customer Contact Centre Supervisor is responsible for the supervision of staff and all operational duties at the Customer Contact Centre. The Customer Contact Centre Supervisor leads the Customer Sales Executives in their day to day duties and acts as the first point of contact for any customer escalation requirements.
Responsibilities include, include but are not limited to:

• Manage and supervise the day-to-day activities of the Customer Contact Team to consistently achieve key performance measures and goals
• Improve overall sales proficiencies of team members to optimize booking opportunities
• Raise the bar in service delivery for Voice/email bookings and loyalty program member servicing
• Perform quality checks and closely monitor staff performance to identify, develop and conduct training based on specific needs  

• Minimum 2 years experience in Call Centre operations or related field as a Team Leader or Supervisor
• Good interpersonal skills
• Excellent communication skills (spoken and written) in English and Putonghua (and/or Cantonese)
• Strong planning, organizing and presentation skills
• Experience in conducting performance appraisal/feedback, identifying training needs, developing and conducting training modules
• Flexible with work schedule(may include weekends)  
Please note the application process will take approximately 20-30 minutes. The system does not have a "Save" function, so please ensure your internet access is uninterrupted and available before you click the "Apply" button.

Contact Details:
Shangri-La Hotels & Resorts
Tel: .
Contact: HR Department

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