Call Centre Lead

Job Summary:

We are seeking a poised, result-oriented and guest-centric Call Centre Lead to join our team. This role is responsible for overseeing daily Call Centre operations, driving service excellence, and ensuring seamless coordination across the Resort. You’ll play a key role in elevating guest satisfaction by leading the team to deliver consistent, high-quality interactions aligned with our luxury service standards.

Key Responsibilities:

• Supervise and oversee daily Call Centre operations to ensure efficiency, productivity, and service excellence.

• Monitor call flows and ensure busy or unanswered calls are promptly addressed.

• Manage complex guest cases and oversee service recovery to safeguard the Resort’s reputation.

• Collaborate with cross-functional departments to resolve service gaps and enhance the overall guest experience.

• Provide real-time coaching, feedback, and performance guidance to Call Centre Agents.

• Ensure strict adherence to company policies, SOPs, and luxury service standards.

• Review daily call statistics and performance metrics to identify trends and improvement opportunities.

• Assist with roster planning and manpower coverage to maintain operational readiness.

• Lead by example in demonstrating professionalism, composure, and service excellence.

Requirements:

• Minimum GCE ‘O’ Level or equivalent.

• At least 2 years of experience in a Call Centre or Command Centre environment.

• Demonstrated leadership or supervisory experience.

• Strong knowledge of hospitality service standards and best practices.

• Proficiency in OPERA, Knowcross, PABX, Wake-up Call System, Outlook, and related platforms.

• Ability to manage high-pressure situations with confidence and discretion.