Call Centre Supervisor

Main Duties and Responsibilities

As the Call Centre Supervisor at Mandai Rainforest Resort, you will oversee the daily operations of the call centre team, ensuring all guest interactions reflect the highest standards of hospitality and personalized service.

This role requires a leader with excellent communication skills, a passion for guest satisfaction, and the ability to inspire and guide a team in delivering consistently outstanding service. You will act as a key liaison between the call centre and all other resort departments to guarantee smooth internal communication and swift resolution of guest needs.

Key Responsibilities

• Supervise, coach, and motivate a team of Call Centre Executives to deliver exceptional service in every interaction.
• Monitor call quality, service levels, and response times to ensure compliance with our brand standards.
• Conduct regular training sessions and refreshers to maintain high service standards and product knowledge across the team.
• Provide ongoing feedback, performance reviews, and support for professional growth and improvement.
• Ensure all guest requests, inquiries, and complaints are handled promptly, accurately, and with empathy.
• Maintain efficient workflows and call routing procedures, while optimizing staff scheduling to meet operational demands.
• Utilize property management systems (PMS) and call centre software to track metrics, generate reports, and implement improvements.
• Work closely with Housekeeping, Front Office, Concierge, F&B, Engineering, and other teams to ensure timely execution of guest services.
• Escalated calls and sensitive guest situations with discretion and professionalism, following proper protocol.
• Identify trends, analyze feedback, and implement service enhancements that elevate the guest experience.

Job Requirements

• Proven experience in a call centre or guest service supervisory role, ideally within a luxury hotel or resort environment.
• Exceptional leadership and interpersonal skills with a service-first mindset.
• Strong verbal and written communication skills.
• Strong knowledge with PMS and call tracking software (e.g., Opera)
• Excellent organizational skills and attention to detail.