Call Center Manager

Your role:

• Plan, implement, manage and control the operations of Contact Center operations in Hong Kong, so as to achieve the service and cost targets in an efficient and effective manner.
• Ensure Contact Centre resources are best utilized within the cost budget and meeting the service targets.
• Manage the overall quality, performance, and productivity standard of program client.
• Design and develop best-in-class work procedures and practices and ensure that they are well-implemented.
• Proactively plan for any potential threats and crisis and exercise preventive actions in order to maintain smooth operation.
• Develop highly motivated, productive and professional customer service teams.
• Oversee the recruitment and training of contact center personnel & effectively manage staff turnover and foster good team spirit.
• Foster service-oriented culture and maintain ambience within contact center.
• Ensure proper execution on meeting client’s Key Performance Indicators.
• Prepare and present all necessary reports to reflect the contact center utilization, service level and quality level achievements.
• Develop and implement an efficiency staffing plan to for client.

To succeed in this role:

• A University Degree or Diploma holder with at least 5 years’ experience in contact center industry and 3 years in managerial position.
• Experience in managing Call Centre operations and an Omni-channel service operation will be an advantage.
• Good leadership and people management skill for a team size with at least 30 people.
• Good team building and interpersonal skills with ability to communicate effectively with people of all levels, and of different cultures.
• Willing to work in a dynamic environment and accept new idea.
• Good analytical and problem solving skills.
• Excellent command in both written and spoken Cantonese and English. Fluent Putonghua is an advantage.