Job Details

Call Center Manager (Contact Centre Management//40K)
 
  • One of the largest telecommunications company in Hong Kong
  • Managing mass inbound call is a huge advantage
  • Competitive package

Our client is currently looking for a experienced Contact Centre Manager to join their dynamic team.

Job Responsibilities:

  • Manage HK hotline teams coordinate offshore centers in daily operation to ensure accurate ordering completion of customer request cases that meet KPIs financial objectives
  • Maintain roster schedule agent productivity to ensure adequate manpower for business needs
  • Accomplish people development including recruitment, orientation, training, job assignment coaching, counseling disciplining agents with call monitoring regular performance review to enforce policies procedures and quality assurance
  • Monitor contact center system performance improve operation efficiency with system process adjustments; perform user acceptance tests for installation upgrades, system audits coordinate business continuity plans executions
  • Provide accurate timely reporting of daily performance with trend issue analysis forecast to Head of CS and the management
  • Keep abreast of professional technical knowledge by tracking emerging trends in contact center technologies state-of-the-art practices with active participation in the deployment of various platforms CRM, chat integration of contact center system Oracle Cloud
  • Assist Head of CS in the formulation update of CS policies, guidelines SOPs with write-up of templates scripts

Job Requirements:

  • Diploma or abrove with min. 8 years of experience in contact centre, of which 5 years in a supervisory role
  • With experience of managing team in offshore center, solid background in customer acquisition, re-engagement retention
  • Demonstrated ability to develop, implement and review policies and procedures for a service delivery environment
  • Proven leadership skills, with the ability to coach and mentor people
  • Excellent organization, planning and communication skills
  • Ability to build and maintain productive working relationships at all levels
  • Self-motivated, result-oriented and able to work under pressure with minimal guidance

Location: Tuen Mun / Kowloon Bay 

Competitive package will be offered to the right candidate

Interested parties, please send your resume in MS WORD FORMAT with notice period and current and expected salary package in MS WORD format to jackson.chan@manpowergrc.hk 

Job Ref: 229-200313-JC_2
Open To: All applicants
Location: Kowloon
Job Type: Permanent
Submitted: 26-03-2020 10:50 AM
Start Date:
Duration:
 

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