Call Centre Executive

Job Summary:

We are seeking a strategic, service-excellence driven and results-oriented Call Centre Executive to join our team. This role is responsible for overseeing the overall operational performance, service standards, and administrative governance of the Call Centre. You’ll play a key role in driving operational efficiency, ensuring seamless guest communication across the Resort, and leading the team to consistently deliver exceptional service experiences aligned with our brand standards.

Key Responsibilities:

• Oversee the day-to-day activities of Call Centre agents to ensure productivity and service quality.
• Managing and handling calls ensuring prompt customer service and resolution of issues.
• Handle complex customer inquiries and escalated issues in a timely and effective manner.
• Compiling of the daily, weekly, and monthly Call Centre statistics for performance analysis and reporting.
• Assist in training new hires.
• Ensure compliance with company policies, procedures, and customer service standards.
• Coordinate with other departments to resolve cross-functional issues impacting customer service.
• Lead by example in delivering outstanding customer interactions.
• Support scheduling and shift coverage planning when required.
• Monitor and manage Call Centre Support mailbox (DDI Portion).
• Assign DDI (Direct Dial In) numbers resort-wide and ensure proper tracking.
• Ensure daily manning levels are adequately met, while roster preparation and weekly scheduling will be managed by the Manager.
• Maintain and ensure that the Call Centre Hours Tracker is up-to-date, accurately reflecting operational schedules.
• Create and maintain the virtual roster for Call Centre TMs, ensuring schedules are efficiently coordinated.
• Oversee the Call Centre’s daily Time Manager system to ensure accurate time-keeping for all Call Centre TMs.

Requirements:

• Minimum GCE O level or its equivalent
• Minimum 2 years’ experience in Call Centre environment
• Strong customer service focus with knowledge of industry best practices
• Proficient in relevant computer applications such as OPERA, Knowcross, Marriott Enterprise/GXP, PABX, Wake-up Call System, Outlook, Internal SharePoint etc.
• Experience with Call Centre telephone systems
• Good leadership and supervisory skills, with ability to work effectively in a team environment
• Ability to work well under pressure and manage stress effectively