Join our family today.
Supports the Manager, with overall tasks and responsibilities to ensure operations are handled seamlessly, overseeing the team, set KPI's and ensuring a timely SLA delivery along with maintaining high level of employee and customer satisfaction, managing performances, and team development.
Together, we'll make travel better.
- Overseeing daily operations, including monitoring, and reporting metrics such as productivity, response speed and any metric which affects the quality of the service
- Team and staff management of contact center specialist
- Drive service excellence through the team by ensuring consistent customer service is delivered at all times
- Oversee, analyze, and review team's reports and statistics on a regular basis
- Provide performance monitoring of KPIs, identify trends and issues in Service quality
- Conduct weekly, monthly, and quarterly performance reviews with the team and internal stakeholders
- Work cross-functionally with stakeholder to analyze on root causes, discuss, formulate, and initiate action plans to improve and achieve customer satisfaction/process improvement
- Timely communication, identifying risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.
- Support the issues relating to systems & reporting.
- Conduct process update/improvement projects and workshops
- Perform side-by-side coaching activities by listening to customer calls, providing immediate feedback on critical issues, and coaching the associate as part of overall performance and development plan.
- To manage and source a new service provider for Airport locations.
- Manage inquiries from internal and external business customers pertaining to all booking costs, booking prices, and all Meet & Greet products. Additionally, provide other airport concierge services when needed.
- To prepare the month-end report (Consumption Report & Credit Card Statement).
- To control credit card usage and spending, ensuring that charges are related only to bookings. Review your credit card statement and reconciliation daily, as well as pay the credit card bills in a timely manner.
- Responsible for processing and managing invoices from service providers. Work closely with the Finance Department.
- Coordinate the teams to conduct ad-hoc pieces of training, re-training and/or replacement requests for underperforming staff.
- Forecast manpower requirements and ensure contact center resources are used efficiently.
- Help to setup and standardise business and workflow processes related to the team's workflows into SOPs, and ensure continued adherence, adoption and evolution of said SOPs by the team
- Always ensure alignment with the company and business unit's goals and objectives
- Perform any other occasional ad-hoc duties as may be required by Business Unit head or respective reporting managers as may be required from time to time
What you'll need:
- Minimum 5 years related working experience in Contact Center, specializing in hotel reservation / OTA /
- airlines / service-related industry
- Minimum Diploma with at least 2-3 years accumulated service-related experience, preferably with experience in a Team Lead role
- Preferably excellent soft skills and good command of written, spoken in both English, Mandarin & Cantonese. (Able to speak Cantonese is an advantage)
- Proficient with reservation system, Contact Centre telephony & CRM system
- MUST have strong verbal and written communication skills.
- Strong PC skills and familiar with Microsoft Office
- Ability to work under pressure and constant changing dynamics.
- Ability to motivate the team to adapt to constant changes
- Good planning, organizing and problem-solving skills
- Able to encourage, motivate and provide recognition
- Overall should be a good team player with willingness to learn and drive to achieve
- Ability to drive Continuous Improvement in processes
- People Management Skills to coach, counsel, influence, motivate and develop staff
- Should be willing to work in shifts along with the team in customer business time.
