eMPF Contact Centre Head

We are seeking a highly experienced and results-oriented leader to serve as Deputy Head of our eMPF Call Centre. Reporting to the Call Centre Head, you will play a critical role in the overall management and strategic direction of our call centre operations, ensuring exceptional service delivery and operational efficiency. You will be responsible for driving service improvements, optimizing resource allocation, and fostering a high-performing team. This is a key leadership position within our organization, offering the opportunity to make a significant impact on our member experience.

Your Role

• Operational Leadership:
  • Assist the Call Centre Head in all aspects of call centre management, including strategy, planning, and execution.
  • Oversee day-to-day call centre operations, ensuring smooth and efficient service delivery.
  • Manage and optimize resource allocation, including workforce planning, traffic forecasting, and scheduling, to meet service level agreements (SLAs).
  • Drive continuous improvement initiatives to enhance service quality, efficiency, and member satisfaction.
  • Ensure seamless integration between front-office and back-office functions.
  • Monitor and control operational costs, identifying opportunities for optimization.
• Team Leadership & Development:
  • Lead, mentor, and develop a high-performing team of call centre professionals.
  • Foster a positive and engaging work environment that promotes employee motivation, growth, and retention.
  • Provide coaching and performance management to ensure individual and team success.
• Compliance & Reporting:
  • Ensure compliance with all relevant MPFA regulations and internal policies.
  • Monitor key performance indicators (KPIs) and generate regular reports on call centre performance.
  • Utilize data and analytics to identify trends, insights, and opportunities for improvement.

To Succeed in this Role

• Education & Experience:
  • Bachelor's degree in Business Administration, Management, or a related field.
  • Minimum 10 years of progressive experience in call centre operations.
  • At least 5 years of experience in a management or leadership role within a call centre environment.

• Preferred: 
  • Proven experience within the trustee/pension industry, with a strong understanding of MPF or eMPF schemes.

• Skills & Attributes:

• • Exceptional leadership, people management, and team-building skills.
  • Excellent communication, interpersonal, and presentation skills.
  • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
  • Able to work under stress and high volume of call traffic environment
  • Demonstrated business acumen and a results-oriented mindset.
  • Proficiency in workforce management systems and call centre analytics tools.
  • Thorough understanding of MPFA regulations is an advantage
  • Required to state in PRC 3-4 days a week