REQ9271 Supervisor, Contact Centre (Open)

POSITION SUMMARY:

The Supervisor is responsible in assisting with daily operations through coaching and developing the City of Dreams’ Contact Centre employees.

This position is accountable for the smooth operation of the department to ensure guest expectations are met COD service standards and that client expectations are exceeded by providing world class customer service including administrative and sales support.  In addition this position is responsible in assisting the Operations Manager with the execution of business plan in an efficient and profitable way.

In addition, position is considered as highly experienced and able to lead and manage a team therefore acquiring multiple skills, knowledge on various functions as required. 

Tele- Service (Customer Service) - General Enquiry, Internal Support HOH, F&B Dining reservations and Hotel In-House Guest Service requestsTele-Sales (Customer Sales) - Entertainment including THODW reservations, Hotel room reservations and general administrative support functions

Supervisor is to perform a multi-skilled role governed by a 24/7 rotating roster diverse and fast pace environment.

PRIMARY RESPONSIBILITIES:

Assist Assistant Manager in managing, supervising and coordinating a team and directing their activities to achieve Sales Teleservices overall KPI’s, targets and goals per quarter.Exhibit exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is receive in a timely manner and clearly understood.Assist to monitor and motivate employees to ensure they understand, adapt and foster the Forbes standard and service methodology.Assist Management to perform, monitor and supervise the answering of calls to ensure adherence to established systems and procedures. Ensure the highest level of customer service is provided through professional and efficient service, efficient processing of all correspondence (e-mails, faxes, and group contracts) and maximizing staff product knowledge.Track and analyze various departmental statistics and proactively taking remedial measures to promote further operational efficiencies.Exhibit exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood. Effectively liaise with other Hotel departments to ensure smooth operation (including VIP Services-Casino).Assist Management to manage, coach and develop all employees within the department to ensure competence, performance and succession objectives are met. This includes recognizing and resolving performance issues; ensuring performance reviews are conducted on all staff in accordance with COD’s Performance Management System.Follow established sales and marketing practices and procedures to assist in achieving corporate objectives (Ie: Up-selling, recommending venues and facilities, shows & etc.) in order to endorse revenue.Accurately record and process requests and messages for our customers and associated departments efficiently as required utilizing various systems and technology within Contact Centre operation.Maintain current knowledge of policies and procedures pertaining to all areas of operation as well as keeping abreast of up-coming events, ensuring accurate information is provided to our customers.Consistently communicate and participate with the efficient handover on each shift.Assist with administrative tasks as required by Management, including preparation of statistical data, auditing activities and other designated workplace duties.Adhere to and exhibit professional  behavior in accordance with Melco's corporate policies by assuming personal responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fostered at all times.Adherence to established Occupational Health and Safety (OH&S) policies and procedures and reporting requirements.Facilitate and follow assigned tasks such as departmental or shift routine activities, Typhoon incidents or show cancellation.Following up complicated calls where required. Directing unresolved issues and requests to the appropriate designated resource or senior management level.Assist Management to develop and monitor departmental strategies to enhance both operation efficiencies & employee optimization.To identify both service and operations opportunities and offer recommended solutions.To assist Management to manage, design and implement various in-house training programs to improve both operation and employee performance.To perform the role of Assistant Manager in their absence and ensure smooth operation with efficient communication to Manager on duty.

Tele-Sales (for Sales function only):

Liaise with the Assistant Manager to ensure consistent room selling strategies and yield management principles are applied throughout the Hotel. This includes strategies controlled via the Property Management System, (PMS), the manipulation of rates and products in the Global Distribution System, plus the distressed inventory websites.Contribute to optimize revenue in all properties by ensuring all employees understand and implement various selling strategies appropriately to both in-house guest and customers. Ensure the Opera database is appropriately managed and updated ensuring guest history records have been identified and accurately recorded in the system (le: requests and special requirements). Furthermore, it is imperative to effectively communicate this information clearly.Assist and monitor the efficient handling of various Revenue Management and Gaming activities.To assist in establishing and maintaining a good call management handling that minimizes lost calls and has a high rate of enquiries being converted to sales.

KEY PERFORMANCE INDICATORS:

Adheres to and supports the Company’s Vision and ValuesDisplays a high commitment to improving customer serviceAchieves agreed objectives and accepts accountability for resultsConsistency in the delivery of established service standardsAccurately record and disseminate messages and requestsCompetency displayed in the utilization of required technologyAccurate dissemination of product knowledgeAbility to be flexible with skills in a 24 hour, 7 day a week rotating roster

QUALIFICATIONS:

Experience

Minimum of 18 months Supervisory experience within a Hotel operations, Call Centre or Contact Centre environment is essentialExperience in Sales background, familiarity with OPERA PMS or understanding of Distribution platform is beneficialRelevant 18 months experience with coaching and leading a team is essential

Skills / Competencies

Possess an advanced knowledge of computer based applications such as Microsoft OfficeGood command of written and spoken EnglishAble to converse in Cantonese and MandarinProven track record in providing excellent guest service