Assistant Vice President, Call Centre Services

The Role:

We are seeking a dynamic Senior Call Center Management Executive to lead our multi-location call center operations across Hong Kong and China. As a technology leader in Hong Kong, we leverage cutting-edge AI-driven customer engagement solutions to serve SME and enterprise customers' ICT needs.

This role is pivotal in driving digital transformation, enhancing operational efficiency, and delivering world-class customer service. You will lead a multi-functional team, including sales and customer service, to implement innovative strategies that enhance customer experience and business performance.

Key Responsibilities:

• Strategic Leadership: Develop and execute a forward-thinking strategy to optimize call center operations through AI-driven technologies.
• Digital Transformation: Spearhead automation, AI adoption, and data-driven decision-making to enhance efficiency and customer engagement.
• Customer Service Excellence: Implement best practices to elevate service quality and customer satisfaction.
• Sales Growth: Lead the sales team to maximize revenue opportunities through proactive customer engagement.
• Operational Excellence: Manage and enhance staff productivity and operational efficiency
• People & Culture Development: Foster a high-performance team culture with strong collaboration and innovation.

The Requirements

A seasoned leader with a strong track record in managing large-scale call center operations and technology adoption.

Key Qualifications:

• Degree holder with 10+ years of experience in managing omni-channel call center operations, preferably in the ICT or technology sector.
• Strong leadership in sales and customer service management.
• Ability to drive operational efficiency and process automation.
• Experience managing multi-location teams across Hong Kong and China.
• Excellent communication skills in English, Cantonese, and Mandarin.
• Expertise in digital transformation and AI-driven customer engagement.
• Data-driven mindset with a focus on measurable results.

The Person We Need:

An energetic leader who is:

• Able to drive change and embrace transformation.
• Results-Oriented – Focuses on achieving business objectives with measurable success.
• Passionate about leveraging AI and digital tools.
• Collaborative & People-Centric – A strong believer in teamwork and talent development.
• Customer-Focused – Committed to delivering excellence in customer experience.

Our Company and Team Culture:

• We foster an open-minded and inclusive work environment where innovation thrives. Our team values:
• A Growth Mindset – We embrace learning and continuous improvement.
• Collaboration & Teamwork – We work together to achieve shared goals.
• A Friendly & Supportive Atmosphere – We believe in mutual respect.

Why Apply?

• Be at the forefront of AI-driven customer engagement.
• Lead a high-impact transformation journey.
• Work with top talents in a progressive, technology-driven company.
• Enjoy excellent career development and leadership opportunities.