Call Center Manager (Remote)

Title: Call Center Manager (6-Month Contract)

Salary: Up to 100K Baht/Month

Workplace: 100% REMOTE

Company Overview:

ICS is seeking a new team member for a prestigious luxury hotel collection in London, England. The hotel is renowned for delivering exceptional experiences and unparalleled service. With a portfolio of high-end properties, they are dedicated to providing sophisticated and memorable stays for both leisure and business travelers.

Position Overview:

The Call Center Manager will be responsible for leading and managing a team of 5-15 Call Center Agents. This role involves overseeing daily operations, ensuring excellent customer service, and driving performance to meet and exceed sales and service targets. The ideal candidate will have strong leadership abilities, a focus on team development, and a commitment to providing outstanding customer experiences. Fluency in both English and Thai is essential for effective communication with a diverse customer base and team.

Responsibilities:

Team Leadership and Management:

• Lead, coach, and motivate a team of Call Center Agents to achieve performance goals.
• Conduct regular team meetings to communicate updates, provide training, and encourage open dialogue.
• Monitor team performance, provide constructive feedback, and implement improvement plans as needed.
• Develop and maintain a positive work environment that promotes employee engagement and retention.

Operational Oversight:

• Manage day-to-day operations of the call center, ensuring smooth handling of reservations, sales inquiries, and customer service issues.
• Ensure that all bookings, cancellations, and modifications are processed accurately and in a timely manner.
• Oversee the use of reservation management systems, ensuring all agents are proficient and efficient in their usage.
• Monitor and manage OTA (Online Travel Agent) reservations, ensuring alignment with hotel pricing strategies and policies.

Sales and Revenue Management:

• Utilize upselling and cross-selling techniques to maximize revenue.
• Support the team in converting inquiries into confirmed reservations, contributing to the hotel’s profitability.
• Collaborate with the sales and revenue management teams to align on strategies and ensure revenue targets are met.

Customer Service Excellence:

• Ensure the delivery of high-quality customer service by monitoring interactions and providing feedback.
• Handle escalated customer issues promptly and professionally.
• Implement customer feedback mechanisms to continually improve service levels.

Reporting and Analysis:

• Prepare and present regular reports on team performance, reservation trends, and customer feedback.
• Analyze data to identify opportunities for process improvements and training needs.
• Maintain and update key performance indicators (KPIs) to measure success.

Compliance and Quality Assurance:

• Ensure all team activities comply with company policies, health and safety regulations, and industry standards.
• Conduct regular audits of processes and systems to maintain quality and accuracy.

Qualifications:

• Bachelor’s degree in any field.
• More than 2 years of experience managing a team of at least 5 staff.
• Proven experience in a call center or customer service management role, preferably in the hospitality industry.
• Strong leadership and people management skills.
• Excellent communication skills in both English and Thai, both verbal and written.
• Proficient in using reservation management systems and CRM software.
• Strong organizational skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Sales-oriented mindset with a focus on achieving and surpassing revenue targets.
• Problem-solving skills and the ability to handle challenging situations with professionalism.
• Flexibility to work varied shifts, including weekends and holidays, as required.

Additional Skills:

• Experience in training and development of customer service teams.
• Familiarity with performance management tools and techniques.
• Understanding of OTA platforms and hotel booking processes.
• Ability to analyze and interpret financial data related to sales and revenue performance.