Assistant Operation Manager
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Key Responsibilities
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Lead and support inbound and outbound call centre teams to ensure operational excellence and customer satisfaction
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Oversee and coordinate manual procedures across operations teams, ensuring accuracy and compliance
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Manage complex and time-sensitive customer reporting requests with precision and efficiency
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Develop and standardize reporting formats, including performance dashboards for senior management
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Monitor team performance metrics and uphold high service quality standards
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Identify and implement operational improvements to streamline reporting and enhance productivity
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Serve as a strategic liaison between management and frontline staff to ensure alignment of goals and communication
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Ensure accurate synchronization of overtime allowances with ACATS and internal systems
Qualifications & Experience
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University graduate in any discipline; advanced degree or professional certification is an advantage
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Minimum 3 years of experience in a senior leadership or supervisory role within a call centre or operations environment
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Strong communication skills in Cantonese, Mandarin, and English
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Excellent time-management, analytical, and problem-solving abilities
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Proven success in managing high-volume, fast-paced operational teams
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Advanced proficiency in Microsoft Office Suite, especially Excel (pivot tables, formulas), Word, and PowerPoint
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Hong kong, HK, HK