Team Leader, Telephone (Hotel Call Centre)

Description

The Team Leader, Telephone supports the Guest Services Manager in managing the hotel’s call centre (One Connect). This role ensures smooth daily operations, motivates the team, handles escalated guest issues, and drives performance excellence in guest service and call centre efficiency. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

* Oversee incoming guest calls, ensuring prompt, courteous, and accurate responses. * Handle escalated issues efficiently and provide solutions to ensure guest satisfaction. * Maintain daily handover logs and conduct briefings to update the team with current information. * Ensure adherence to company policies, SOPs, and code of conduct. * Monitor and respond to guest inquiries received via email in a timely and accurate manner. * Conduct performance evaluations, providing constructive feedback and recognition. * Develop and deliver training programs for the One Connect team on service, systems, and problem-solving. * Provide onboarding training for new hires and continuous coaching for team members. * Analyse call centre metrics (call volume, handling time, response time, abandoned rate) and implement process improvements. * Ensure awareness and readiness of Emergency Procedures and contingency plans. * Liaise with hotel departments (Front Desk, Guest Relations, Concierge, Reservations, Housekeeping, F&B, Sales & Catering) to ensure seamless guest service coordination. * Undertake additional duties assigned by management.

Qualifications and Requirements

* Minimum ‘N’ Level certification. * At least 2 years’ experience in a call centre environment, preferably within hospitality. * Prior leadership or supervisory experience in a call centre role. * Skilled in handling escalated calls and resolving customer issues effectively. * Familiar with call centre performance metrics and management practices. * Excellent verbal and written communication skills. * Strong customer service orientation with professionalism and empathy. * Strong organizational, multitasking, and detail-oriented skills. * Ability to thrive under pressure in a fast-paced environment.

Working Condition

Working hours

Rotating shifts, including weekends and public holidays