Assistant Call Centre Manager

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.
  

Assisting with Reservations Management

• Assists with Reservation and Ticketing management duties as required.
  

• Acts as the Reservations Manager in his or her absence.
  

• Monitors group reservation forecast data.
  

• Tracks no-show reservations and processes charges as needed.
  

• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations
  

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
  

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.

Job Details

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Job title

Assistant Call Centre Manager

Position Type

Full Time

Job ID

25125636

Additional Info

Career area

Reservations

Location(s)

Sheraton Kota Kinabalu Hotel

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