Manager, Process Analysis Manager

Job duties:-

o Cooperate with Training and Quality Assurance team to ensure a high quality in call centre service in both HK & GZ
o Oversee administrative functions and provide backend support to the frontline operations teams.
o Manage and analyse call centre operational data,  identify improvement plans, and execute designed solutions.
o Ensure the proper operational processes in call centre are in place, staff are acting in accordance with defined procedure with high performance level.
o Offer coaching and training to drive for exceptional service quality and customer satisfaction .
o Conduct in-depth quality analysis and prepare comprehensive reports for senior management.o Travel to Mainland China (GZ) occasionally to align the operation between Hong Kong and China.

Job requirements:-

o University graduate or at least diploma level with Call Centre Experience

o Over 5 years of experience in call centre operations and preferred with management experience

o Expertise at strategic implementation and backend operational support 

o Have excellent analytical mindset and the ability to integrate different sets of call centre operation data and transform to concrete strategy.

o Able to implement the designed strategy into precise policy and effective solution.

o Strong execution power to carry out new and enhanced business flow.
o Proficient in Microsoft Office application.
o Fluent in Cantonese, Mandarin, and English (both verbal and written)

Monday to Friday: 09:00 - 18:00