Call Centre 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.

We offer attractive remuneration package and career prospect to the right candidate.  Interested parties, please send CV with expected salary to telsjobs1@pccw.com for enquiries or click "Apply Now" button