Posted on: 13/5/2017

Job type: Permanent

Sector: Tourism and Leisure

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An established organization within the hospitality industry is looking to hire a dynamic and experienced call center operations director

Job Description

* Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
* Responsible for development and administration of annual department budget to attain business goals with operational stability,
* Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
* Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
* Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
* Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
* Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
* Manage and expand client and coworker relationships,
* Find and close new revenue opportunities within the existing client base,
* Insure compliance with regulatory agency guidelines and standards.


* Bachelor of Science degree or higher preferred,
* Minimum 12 years of Call Center/Contact Center management experience,
* Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
* Exceptional ability to develop and manage results-oriented recruiting and training programs,
* Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
* Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
* Strong negotiation, interpersonal, written and oral communications skills - including statistical report writing,
* Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)

To submit your application, please apply online using the appropriate link below or email your CV in Microsoft Word format to Alternatively, for a confidential discussion, please contact Jeremy Cheong in our Hudson Singapore office on 65 6430 5312. Your interest will be treated in the strictest of confidence.

Jeremy Cheong

Hudson Global Resources (Singapore) Pte Ltd

EA Licence: 03C4590

EA Personnel Registration ID: R1109276
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