Manager, Process Analysis

Your Role

• Driving digital transformation initiatives and utilizing data analytics to evaluate and improve business operations.
• Manage and analyse call centre operational data, identify improvement plans and execute designed solutions.
• Facilitate requirement collection, analysis, management and communication/ negotiation with internal and external stakeholders to facilitate Process Improvement
• Ensure the proper operational processes in call centre are in place, staff are acting in accordance with defined procedure with high performance level.
• Conduct in-depth quality analysis and prepare comprehensive operational and management reports for senior management in order to support decision making and to fulfill regulatory requirements.
• Provide backend analytical and reporting support to the frontline operations teams

To Succeed in this Role

• University graduate or at least diploma level with call centre experience.
• Over 5 years of experience in call centre operations and preferred with management experience.
• Expertise at Process Improvement, System Enhancement and Backend Operational Support.
• Have excellent analytical mindset and the ability to integrate different sets of call centre operation data and transform to concrete strategy.
• Able to implement the designed strategy into precise policy and effective solution.
• Experience in Report preparation, data analysis and control procedures would be an advantage.
• Strong execution power to carry out new and enhanced business flow.
• Proficient in Microsoft Office applications.
• Proficiency in VBA and sophisticated Excel skills would be an advantage.
• Fluent in Cantonese, Mandarin and English (both verbal and written).