Position Summary:
 
Under the general direction and guidance of a Manager, a Supervisor is primarily responsible for coaching and developing HRCC Agents to meet monthly key sales and service performance targets.  In addition, a Supervisor is responsible for conducting and documenting formal monthly agent performance reviews.
 
Qualifications
The success in this role will demonstrate itself through the following attributes and skills:
•        Effective communication skills, with the ability to clearly and concisely express ideas both verbally and in writing
•        Absolute discretion and confidentiality regarding sensitive information.
•        Ability to take initiative to identify, prioritize and implement all elements required for team to fulfill responsibilities in accordance with core strategic goals
•        Strong problem-solving skills, including ability to effectively address any issue in collaboration with others as appropriate; ability to proactively identify and prevent potential problems; ability to help develop problem solving skills among direct reports and other team members as appropriate
•        Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
•        Ability to collaborate with others and act in an objective manner in order to effectively solve problems and stay on track towards accomplishing organizational goals.
•        Proficient with team metrics and all software programs necessary to be successful in the HRCC department.  Ability to quickly learn new programs and train staff.
•        Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met
•        Strives for new ways to continually increase sales opportunities
•        Handles escalated calls, complaints, questions, and queries as necessary
•        Creates a conducive work environment for all the team members
•        Carries out team meetings and actively participates in monthly and weekly meetings with peers and Manager
 
Required Qualifications
·       University graduate or equivalent qualification required;
·       At least 3 years’ hotel industry or customer service experience.
·       At least 2 years’ team management experience.
·       Can demonstrate a good understanding of the basic principles and importance of team coaching & development
·       Excellent interpersonal skills that build trust and instill confidence in order to motivate and influence others
·       Proficient in English, both speaking and writing.
 
Preferred Qualifications
·       Four (4) year college degree;
·       Can demonstrate previous experience and / or application of coaching;
·       Knowledge of, and experience with hotel products & services;
·       Knowledge of business mathematics, including ability to calculate percentage changes and averages/weighted averages; working knowledge of Microsoft Excel, PPT, including ability to understand/manipulate basic spreadsheets
·       Familiar with E-commerce Platforms or digital support tools, like Fliggy, Social media, Ctrip and Chatbot, etc.

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