Team Leader

Responsibilities

• Manage the daily operations of the eMPF Contact Centre to achieve service level targets in an efficient and effective manner
• Monitor incoming call, email and web chat traffic, and adjust manpower allocation according to traffic patterns
• Handle enquiry and complaint escalations from frontline agents
• Ensure complex enquiry and complaint cases are escalated to service partners in a timely and accurate manner
• Ensure frontline agents adhere to established procedures and service standards
• Foster a service-oriented culture and maintain a professional and positive working environment within the Contact Centre
• Prepare and present regular reports on contact centre performance, including utilization, service level and quality metrics
• Prepare frontline agent rosters and perform other ad hoc duties as assigned

Requirements

• Higher Diploma or above with at least 3 years’ experience in contact centre / banking / insurance industry, with 1–2 years in a supervisory role
• Experience in managing omni-channel service operations is an advantage
• Experience in Hong Kong MPF / insurance / banking contact centres is preferred
• Knowledge of Hong Kong MPF schemes is an advantage
• Proven leadership and people management skills, with experience managing team
• Strong team building, interpersonal and communication skills
• Good command of both written and spoken Cantonese and English; proficiency in Putonghua is an advantage