CALL CENTRE SUPERVISOR
$ 2,400 - $ 2,400 / month
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CALL CENTRE SUPERVISOR
We are seeking a motivated and customer-focused Call Centre Supervisor to join our team. The ideal candidate will oversees the daily operations of the resort's call centre, to ensure that all inbound and outbound calls are handled efficiently, guest requests are processed promptly, and the highest level of guest service is maintained in alignment with the resort's standards.
As the Call Centre Supervisor, you will be responsible for performing the following tasks to the highest standards:
- Handles guests needs or requests and reports complaints.
- Answer questions regarding hotel facilities and services, local attractions, directions, etc
- Coordinate closely with other departments (housekeeping, engineering, concierge, etc.) to fulfill guest requests efficiently.
- Supervise and manage the call centre team, ensuring efficient and courteous handling of all calls and guest inquiries.
- Monitor performance, provide coaching and training to agents, and conduct regular evaluations.
- Ensure compliance with service standards, SOPs, and call handling protocols.
- Effectively manage all hotel communications, telephone, and mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel
- Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
- Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner
- Follow-up with guests to ensure satisfaction with problem resolution (service recovery)
- Maintain guest history records to assist with returning guests
- Able to work in a fast-paced environment due to high volume of inquiries
We are seeking a motivated and customer-focused Call Centre Supervisor to join our team. The ideal candidate will oversees the daily operations of the resort's call centre, to ensure that all inbound and outbound calls are handled efficiently, guest requests are processed promptly, and the highest level of guest service is maintained in alignment with the resort's standards.
As the Call Centre Supervisor, you will be responsible for performing the following tasks to the highest standards:
- Handles guests needs or requests and reports complaints.
- Answer questions regarding hotel facilities and services, local attractions, directions, etc
- Coordinate closely with other departments (housekeeping, engineering, concierge, etc.) to fulfill guest requests efficiently.
- Supervise and manage the call centre team, ensuring efficient and courteous handling of all calls and guest inquiries.
- Monitor performance, provide coaching and training to agents, and conduct regular evaluations.
- Ensure compliance with service standards, SOPs, and call handling protocols.
- Effectively manage all hotel communications, telephone, and mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel
- Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
- Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner
- Follow-up with guests to ensure satisfaction with problem resolution (service recovery)
- Maintain guest history records to assist with returning guests
- Able to work in a fast-paced environment due to high volume of inquiries