Connectivity Centre Manager

3 weeks ago

Dubai, Dubai, United Arab Emirates Kerzner International Full time

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.

With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for as a Connectivity Centre Manager to join our Rooms team at One&Only Royal Mirage Resort in Dubai.

With the global growth of our brands, you will be an integral part of the Resort's success, and your role goes beyond developing potential relationships where you will be responsible for providing leadership and development to connectivity centre agents by providing motivation, coaching, mentoring, and support complemented by following Performance Management and Quality Control Processes and Procedures, with the overall aim of achieving key centre targets.

Key Duties and Responsibilities

  1. Ensure accountability for driving work behaviors and results of every connectivity centre agent which aid in the overall development and success of the Connectivity Centre through co-ordination and control of all aspects of day-to-day activities.
  2. Contributes to the setting of budgets and / or manages budgets and allocates resources within the team.
  3. Drive and support revenue generation and cost saving processes.
  4. Monitor different types of agent's communication and provide structured, consistent support and advice.
  5. Allocate and direct agents in their daily activities and redeploy agents to meet the requirements of customer operational needs.
  6. Apply quality control processes in accordance with set guidelines and provide feedback to each agent to ensure adherence to quality absolutes.
  7. Identify and support all learning/training requirements of each agent to address individual development needs to support business goals and minimize staff attrition.
  8. Actively manage record and administer employee relation issues, including absenteeism, timekeeping, and schedule adherence following HR policies and procedures to provide a fair working environment.
  9. Conduct and participate in team meetings and induction of new employees.
  10. Participate in the selection of and approve agent hiring in conjunction with HR department.
  11. Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget.

Skills, Experience & Educational Requirements

  1. Strong administrative and organizational skills.
  2. Able to meet deadlines.
  3. Strong supervisory skills.
  4. Problem Solving Skills.
  5. Ability to have strong customer focus.
  6. Strong operational focus.
  7. Financial understanding.
  8. Coaching and training skills.
  9. Multi-tasking ability.
  10. Minimum of 2 years of experience in Call Center at a supervisory or managerial level in a 5-star hotel.
  11. Should have a bachelor's degree or any 4 years course.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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