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Assistant Manager CEC Associate Support

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Marriott Bonvoy

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Location:
Singapore

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The overall goal of the Assistant Manager CEC Associate Support position is to provide support to core services associates in an increasingly changing environment to help ensure they achieve key performance metrics and enhance job effectiveness. This occurs through effective coaching and performance development during all phases of learning (new hire, nesting, and onboarding activities, in production, and career progress), as well as post training for new knowledge groups. Coaches associates and serves as Subject Matter Expert on systems navigation, processes, resources, and best customer service practices and acts as dedicated support for Core Services Managers. Monitors associate performance, provide feedback, and conducts training refreshers when necessary. Stays up to date on processes, policies, and system through various activities, such as call taking.

Job Responsibility:

  • Provide support to core services associates to help ensure they achieve key performance metrics and enhance job effectiveness
  • Provide effective coaching and performance development during all phases of learning
  • Serve as Subject Matter Expert on systems navigation, processes, resources, and best customer service practices
  • Act as dedicated support for Core Services Managers
  • Monitor associate performance, provide feedback, and conduct training refreshers when necessary
  • Stay up to date on processes, policies, and system through various activities, such as call taking
  • Prepare for delivery, document, and follow up on coaching sessions
  • Determine and prioritize which associates need the most help
  • Guide new hires through onboarding and nesting process
  • Provide focused coaching post training
  • Support associates struggling with meeting a performance metric
  • Support each individual and the team overall through the awareness, knowledge, ability, and reinforcement they need to navigate ongoing changes
  • Act as the Manager on Duty during assigned shift
  • Monitor Call Center metrics, prepare reports related to call volume, talk time, calls in queue and response time and standardize performance to ensure efficiency
  • Maintain own skillset as a Subject Matter Expert
  • Take guest calls routinely each month
  • Participate in training related activities for unified support for associates with other teams
  • Comply with new training requirements
  • Focus on center and team related engagement activities including personal development of teams they support
  • Support career progression opportunities for associates
  • Lead by example modeling expected behaviors for our associates
  • Utilize tools effectively to manage coaching in both onsite and virtual environments
  • Provide for the safety and security of the associates or the property
  • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
  • Analyze information and evaluating results to choose the best solution and solve problems
  • Attend and participate in all pertinent meetings
  • Perform other job-related duties as assigned

Requirements:

  • High School Diploma, GED, secondary education certificate or local equivalent
  • Minimum twelve months hands-on experience in a fast-paced customer services or sales environment

Nice to have:

  • Recent experience in a customer-facing role within a call center environment
  • Current knowledge of the basics used in our reservation sales and customer service teams including the systems, policies, processes, call flows, knowledge groups, and available support mechanisms
  • Ability and confidence to take customer contacts at a moment’s notice
  • Experience leading, coaching, or developing the performance of others
  • Proficient in Korean language is an advantage

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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