Assistant Operation Support Manager

Assistant Sales Manager

Internal Job Description

Your Role:

• To plan, manage and control the operations of Contact Centre operations in Hong Kong, so as to achieve the service and cost targets in an efficient and effective manner
• To ensure Contact Centre resources are best utilized within the cost budget and meeting the service targets
• To manage the overall quality, performance, and productivity standard of Project stakeholders
• To design and develop best-in-class work procedures and practices and ensure that they are well-implemented
• To proactively plan for any potential threats and crisis and exercise preventive actions in order to maintain smooth operation
• To develop highly motivated, productive and professional customer service teams
• To recruit and train up contact center personnel & effectively manage staff turnover and foster good team spirit
• To foster service-oriented culture and maintain ambience within contact centres
• To ensure proper execution on meeting client’s Key Performance Indicators
• To prepare and present all necessary reports to reflect the contact centre utilization, service level and quality level achievements
• To develop and implement an efficiency staffing plan for clients

To succeed in this role:

• A University Degree holder with at least 6 years’ experience in contact centre industry and 3 years in managerial position
• Experience in call centre set up and implementation is a must, especially familiarize with IVRS and other call centre systems
• Good leadership and people management skill for a team with at least 50 people
• Result oriented and attention to details
• Good analytical and problem solving skills
• Excellent command in both written and spoken Cantonese, English and Putonghua