To effectively manage the delivery of existing programs so as to meet and exceed agreed service levels standards and customer satisfaction measures, and also to manage ongoing development of the existing client programs and also on future client business development.
Responsibilities
To lead Contact Center team, Special Team and Customer Care team for the delivery of the following areas:
- To be responsible for strategic planning, management and control of the contact centre operation.
- To manage utilization of service centre resources and to efficiently and cost effectively deliver services to meet and exceed agreed service levels, quality levels and customer satisfaction measures
- To manage cost and budget, and to be responsible for traffic, resources and cost forecasting of the contact centre
- To design and develop best-in-class work procedures and practices and ensure that they are well-implemented
- To develop a highly motivated, productive and professional operations team to understand client business needs and drivers, industry trends and opportunities, to review program development opportunities
- To lead support functions such as compliance, quality assurance, training to support successful program execution
- To develop and expand program scale, profitability, productivity as well as scope of work with clients
Requirements
- Degree holder or equivalent, with at least 10 years’ experience in service centre operations and management
- Excellent command of spoken and written English and Chinese (both Cantonese & Mandarin)
- Strategic thinking, strong leadership and analytical skills for program development and planning
- Assertive, result-oriented with strong business sense
- Excellent team building and interpersonal skills, with ability to communicate effectively and tactfully with people of all levels
- Experienced in contact center management