Call Centre Operations Manager

4 weeks ago

Shanghai, China Hospitality Marketing Concepts Full time

Call Centre Operations Manager (Thailand)

Hospitality Marketing Concepts ( www.hmcloyalty.com) is the
leading, global provider of digital loyalty solutions to upscale hotels
worldwide. HMC provides a turnkey solution to hotel clients, from the
initial concept and design, to IT deployment, management and ongoing
marketing and member service.

The objective of HMC’s loyalty solutions is to help hotels increase
bottom-line profit, through the recruitment and retention of repeat
customers and lowering the cost of business via direct e-commerce channels.
Member acquisition is primarily through outbound telesales; target members
are managers and owners of small to medium-size business, professionals,
and affluent lifestyle individuals.

HMC has career opportunities available in Thailand for a Call Center Operations Manager who will be responsible for
managing the day-to-day operations of telesales teams within a defined
region. This position will coach, motivate, deploy management initiatives,
and develop sales practices to achieve sales target results. This intensive
role in a fast-paced and dynamic industry, with generous rewards for
achieving sales targets.

Candidates must have at least 2-3 years of successful outbound sales
experience in a manager capacity, and have had direct, hands-on experience
in the recruitment, training, and leading of an outbound telesales team.
Prior responsibility for P&L and experience/talent in dealing with
external clients are essential. Successful candidates will have strong
entrepreneurial spirit, proven leadership skills, high energy,
well-developed interpersonal, analytical and organizational skills, and the
ability to work independently while effectively managing his/her team
members both directly and remotely. Understanding of foreign cultures and
fluency in Thai language are assets.

Scope of Work:

· Direct and implement Call Center best practices.

· Effectively recruit, train, develop and motivate a team of Sales Managers
and Team Leaders in an outbound sales environment, both directly and
remotely.

· Execute implementation and roll-out schedule for each hotel program.

· Develop and execute Call Centre tactical plans, to ensure efficiency,
productivity and profitability of new sales and renewal sales targets of
each hotel program.

· Travel to and conduct regular visits/audits of all hotel programs.

· Participates in sales forecasts, territory planning and strategic
development of the region.

Train hotel staff on hotel program.

· Recognize and act on new business opportunities consistent with company
strategy.

· Build a positive working atmosphere throughout the region.

· Liaises with Marketing, IT, and Finance teams to ensure a tight and
positive working relationship.

· Ensure adherence to Administration, Finance and HR policies and any new
company policies which may be introduced from time to time.

Experience:

· Hotel Paid Loyalty Program (Experience is highly desirable)

· Call Centre Management (Experience is highly desirable)

· Management of sales agents in a fast-paced B2C telesales environment

Requirements:

Conscientious, self-motivated and dedicated

· Ability to set targets and have achieved them

· Conscientious, self-motivated and dedicated

· High level of integrity and loyalty

· Motivational and positive attitude

· Skilled in making sales and sales techniques

· Ability to analyse data to spot trends and anomalies and act upon it

· Effective written and verbal communication skills.

· Strong inter-personal, analytical and organizational skills.

· Solid understanding of Finance principals, ability to develop sales
forecasts and meet profit margins.

· A “hands-on” individual who is self-motivated and with an entrepreneurial
spirit.

· Strong quantitative, analytical, and conflict resolution abilities.

· Ability to work in a very fast-faced environment, has high energy, and
able to work with and implement change.

· Proficiency in all Microsoft Office products (Word, Excel, PowerPoint,
Outlook).

Assets:

Previous international work experience. Fluency in Thai language (an advantage).

· Background within the hospitality, hotel and travel industry desirable.

Knowledge of CRM technology.

· Prior proven track record work experience across multi-cultural
environments within Asia is an advantage.

We offer an attractive compensation package that includes base salary,
generous incentives, and relocation.

Please forward your full Resume to:

rickmana@clubhotel.com

(Kindly indicate current and expected salary and date available to work)

Please note only short-listed candidates will be contacted.

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