Assistant Vice President, Call Centre Services
The Role:
We are seeking a dynamic Senior Call Center Management Executive to lead our multi-location call center operations across Hong Kong and China. As a technology leader in Hong Kong, we leverage cutting-edge AI-driven customer engagement solutions to serve SME and enterprise customers' ICT needs.
This role is pivotal in driving digital transformation, enhancing operational efficiency, and delivering world-class customer service. You will lead a multi-functional team, including sales and customer service, to implement innovative strategies that enhance customer experience and business performance.
Key Responsibilities:
- Strategic Leadership: Develop and execute a forward-thinking strategy to optimize call center operations through AI-driven technologies.
- Digital Transformation: Spearhead automation, AI adoption, and data-driven decision-making to enhance efficiency and customer engagement.
- Customer Service Excellence: Implement best practices to elevate service quality and customer satisfaction.
- Sales Growth: Lead the sales team to maximize revenue opportunities through proactive customer engagement.
- Operational Excellence: Manage and enhance staff productivity and operational efficiency
- People & Culture Development: Foster a high-performance team culture with strong collaboration and innovation.
The Requirements
A seasoned leader with a strong track record in managing large-scale call center operations and technology adoption.
Key Qualifications:
- Degree holder with 10+ years of experience in managing omni-channel call center operations, preferably in the ICT or technology sector.
- Strong leadership in sales and customer service management.
- Ability to drive operational efficiency and process automation.
- Experience managing multi-location teams across Hong Kong and China.
- Excellent communication skills in English, Cantonese, and Mandarin.
- Expertise in digital transformation and AI-driven customer engagement.
- Data-driven mindset with a focus on measurable results.
The Person We Need:
An energetic leader who is:
- Able to drive change and embrace transformation.
- Results-Oriented – Focuses on achieving business objectives with measurable success.
- Passionate about leveraging AI and digital tools.
- Collaborative & People-Centric – A strong believer in teamwork and talent development.
- Customer-Focused – Committed to delivering excellence in customer experience.
Our Company and Team Culture:
- We foster an open-minded and inclusive work environment where innovation thrives. Our team values:
- A Growth Mindset – We embrace learning and continuous improvement.
- Collaboration & Teamwork – We work together to achieve shared goals.
- A Friendly & Supportive Atmosphere – We believe in mutual respect.
Why Apply?
- Be at the forefront of AI-driven customer engagement.
- Lead a high-impact transformation journey.
- Work with top talents in a progressive, technology-driven company.
- Enjoy excellent career development and leadership opportunities.
Ref ID: 55691
Location:
hong kong, HK, HK
Business Unit: Commercial Group
Full Time/ Part Time: Full Time
Job Function: Customer Service
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