Assistant Manager - Call Center Operations

Oversee daily call center operations across all channels (inbound, outbound, digital)

Ensure SLAs are consistently achieved (response time, quality, resolution)

Monitor real-time performance and take corrective actions proactively

Maintain strong control over queue management and service levels

Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand

Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity

Lead, coach, and develop Team Leaders to drive performance and accountability

Ensure consistent coaching culture aligned to service quality expectations

Support recruitment, onboarding, and capability development

Address performance gaps with structured action plans

Track and analyse KPIs (SLA, quality, productivity, guest feedback)

Identify trends, risks, and improvement opportunities

Provide structured reporting and insights to Call Centre leadership

Ensure delivery of Forbes Five-Star service standards across all interactions

Drive consistency in tone, personalization, and service execution

Handle complex escalations with ownership and resolution focus

Support workforce planning, scheduling, and coverage optimization

Ensure alignment between forecast, staffing, and demand

Manage shrinkage, absenteeism, and productivity control

Identify and implement process improvements to enhance efficiency and experience

Collaborate with internal stakeholders (Rooms, F&B, Revenue, etc.)

Ensure smooth operational flow across departments

Ensure adherence to company policies, SOPs, and regulatory standards

Maintain audit readiness and compliance across operations

Identify operational risks and act proactively