Job no: 493553
Work type: Full-Time
Location: HarborFront Office
Categories: Casino Management
Responsible for running and managing a dedicated email / non-voice channels team.
Schedule and organize staffing patterns, ensure that adequate staffing is available to meet various key performance indicators (KPI).
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
Monitor all incoming and outgoing emails to ensure timely responses and quality standards are strictly adhered to.
Perform various leadership roles such as recruiting, selecting, training, assigning, coaching and counselling team members.
Conduct regular review of team members performance and organize training and motivate team in order to achieve continuous improvements
Drive digital transformation initiatives and implement changes.
Submit regular reports or other report that may arise to management.
Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance to the respective local laws and regulations.
Work closely with International Marketing Operation, Player Development, Hotel and VIP Services to ensure all patron requirements and arrangements are met while maintaining the highest level of customer service during all transactions.
Follow up patrons’ feedback and provide timely responses to achieve optimum satisfaction level
Respond to all customers and internal stakeholders in a highly professional manner, including ensuring all reservations ie room, flight and attraction ticket, limousine arrangement as well as JetQuay arrangement (liaise with vendor of special service treatment for flight arrival, departure and transit) are complete accurately and to patrons’ or internal stakeholders’ expectation
At least a diploma with 2-3 years of experience in similar position in a call centre or other related industries
Excellent work ethics and ability to work independently, under pressure and meet tight deadlines
Proficient in English. Good working knowledge of other languages will be a define plus
Possesses excellent verbal and written communication skills
Proficiency in Microsoft Office
Proven record of managing high performance teams.
Good time management and accuracy at record keeping
Able to manage a wide range of stakeholders
Ability to work in shifts.
Work Location : HarbourFront Centre
Read more at http://careers.marinabaysands.com/cw/en/job/493553/shift-manager#30Tqzdu5li4XRtVc.99