Connectivity Centre Manager

With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for a strong>Connectivity Centre Manager to join our strong>Rooms team at strong>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

• Ensure accountability for driving work behaviors and results of every 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.
• Contributes to the setting of budgets and / or manages budgets and allocates resources within the team.
• Drive and support revenue generation and cost saving processes.
• Monitor different type of agent s communication and provide structured, consistent, support and advice.
• Allocates and direct agents in their daily activities and redeploy agents to meet the requirements of customer operational needs.
• Apply quality control processes in accordance with set guidelines and provide feedback to each agent to ensure adherence to quality absolutes.
• Identify and support all learning/training requirements of each agent to address individual development needs to support business goals and minimize staff attrition.
• Actively manage record and administer employee relation issues, including absenteeism, timekeeping, and schedule adherence following HR policies and procedures to provide fair working environment.
• Conduct and participate in the team meetings and induction of new employees.
• Always maintain workplace discipline.
• Participate in the selection of and approve agent hiring in conjunction with HR department.
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget.

Skills, Experience & Educational Requirements

• Strong administrative and organizational skills,
• Able to meet deadlines
• Strong supervisory skills
• Problem Solving Skills
• Strong communication skills
• Ability to have strong customer focus
• Strong operational focus
• Financial understanding
• Coaching and training skills
• Multi-Tasking ability