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Operations Team Leader / 營運團隊負責人

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY

Shangri-La Shared Services Sdn Bhd

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Full-time

Senior Executive

您需負責（但不限於）：

領導和管理客戶服務主管團隊，按照香格里拉酒店集團的標準和準則開展日常預訂業務。
指導、輔導和激勵全球預訂和香格里拉會員團隊實現個人、團隊和部門目標。
與 SCCHK 和 CEPTGZ 密切合作，執行與會員計畫相關的互動活動和推廣活動。
積極擁抱變革管理舉措，並在團隊內培養成長型思維。
促進團隊成員、同事和管理階層之間公開有效的溝通。
認可、鼓勵和獎勵團隊的成就，以創造一個積極、高效和充滿動力的工作環境。
定期召開團隊會議和簡報會，溝通流程、促銷和業務措施的最新進展。
審查、制定和實施行動計劃，以最大限度地減少、控制和消除團隊處理的任務和預訂中的錯誤。
積極參與、領導和協調員工敬業度提升活動，以增強士氣和團隊精神。
透過並肩輔導、靜默通話監控和每週對團隊成員電子郵件進行品質檢查來監控團隊績效，並利用調查結果來確定輔導機會。
確保根據每週績效數據和監控結果，對所有團隊成員進行持續的一對一輔導和回饋。
透過監控和分析會員趨勢和數據，尋找成長機會，從而支持高效團隊的發展。
確保遵守香格里拉集團的政策、程序和所有適用的資料隱私法規。
與酒店代表和主要利益相關者建立並維持牢固的專業關係。
管理值班經理（MOD）郵箱，並在需要時承擔與值班經理相關的職責。
及時、專業地回覆來自內部和外部客戶的電子郵件和電話。

要勝任此職位，您應具備以下技能和經驗。

優秀的英語口語和寫作能力至關重要。
能夠用普通話或粵語進行交流和寫作將是一項優勢。
最好有至少 5 年的呼叫中心營運、客戶服務、旅行社或飯店預訂經驗，其中至少 2 年擔任主管職位。
必須願意輪班工作（24小時營運）
具備電腦操作能力及網路使用經驗。
適應變化並具有緊迫感
能夠在壓力下工作並完成既定目標
積極的工作態度與團隊合作能力
個性開朗，溝通能力、組織能力及電話處理能力俱佳
具備人員領導經驗者優先考慮。
僅限馬來西亞公民參加

我們提供以下福利：

全球任何一家我們飯店均可免費入住（須遵守條款及細則）
五天工作制
具競爭力的月薪
酌情發放的績效獎金
有薪培訓計畫和職業發展機會。
全面保障包括社險、公積金、就業保險和醫療保險。
年度預防性健康篩檢
優渥的福利待遇

福利待遇

附近公共交通
醫療保險

Job Location

No. 62, 3rd Floor, UBN Tower, 10 Jalan P. Ramlee,

Click to view the location on Google maps

Company Overview

Join the Shangri-La CEPT KL Family

Shangri-La's Customer Engagement and Process Transformation Centre (CEPT KL) plays an integral role in supporting the operations of Shangri-La hotels worldwide.

Powered by people from diverse backgrounds, the CEPT KL family is united by a shared passion, to delight, to learn, and to grow together. We live our purpose every day:

We host people to the colorful joys of life in a sustainable manner.

As an award-winning and rapidly growing team, we are constantly on the lookout for highly motivated and talented individuals.

We are looking for someone extraordinary, meticulous, innovative, and always eager to learn. Could that be you?

Why Join Us?

At Shangri-La CEPT-KL, you’ll find more than just a job, you will discover a place to thrive. Whether you are seeking challenge, growth, or a vibrant workplace, we offer an environment that brings out your best.

Here, you are empowered to drive your own success. We foster innovation, embrace ownership, and continuously strive for excellence, guided by the belief to do good, obsess over customers experience, own our success, compete to win, and never give up.

You will have the freedom to explore your potential through tailor-made development plans. We support work-life balance and offer a dynamic, open workspace with opportunities to participate in various engagement activities.

Rooted in a culture of humility, courtesy, sincerity, respect, thoughtfulness and selflessness, we are proud to be a workplace that’s warm, inclusive, and purpose-driven.

Come be part of something meaningful with people who care, a mission that inspires, and a culture that celebrates your journey.

Company Summary

Shangri-La Shared Services Sdn Bhd