Call Centre Supervisor

Responsibilities:
• Perform such other functions as may be delegated by management from time to time.
• Deal with Emergency calls
• Prepare the Team Roster.
• Verify the daily wake-up calls
• Ensure the team checklist is followed.
• Follow up on the emergency request on the system with the concerned departments.
• Ensure the team are fully aware about the hotel promotions.
• Follow on the cases report and ensure all the cases are closed, and confirm that the guest’s needs have been satisfied.
• Follow up on the VIP and amenities report with the team.
• Assist the guests in the business center with all secretarial services.
• Keep all the tracking accurately recorded, all requests received on the extension.
• Pass any comments from the guest regarding the services received to the Assistant FO Manager/ Team Leader or Duty Manager.
• Ensure that all guests messages are recorded as per hotel standards.
• Achieve the customers’ expectations and performance targets of the department.
• Manage the operation of the operators.