A fast-growing China-based bank in Hong Kong is seeking a Call Centre Manager (Permanent Role) to lead a dedicated team, enhance customer service, drive operational efficiency, and uphold her commitment to excellence in the financial sector.

Responsibilities
 

• Lead a service team in Call Centre and participate in sales & operating strategies development and policy review for services efficiency improvement and business scope expansion.
• Manage daily operations, including capacity planning and shift scheduling, while identifying service gaps. 
• Oversee quality assurance, customer complaint handling, training, and system improvement projects. 
• Ensure compliance with regulatory requirements and internal guidelines. 
• Monitor team performance and establish effective communication with stakeholders. 
• Manage ad hoc projects and provide team support as needed. 

Requirements
 

• Degree holder in Business related disciplines or relevant equivalent experience
• Holder of IIQE and HKSI is a must and with relevant professional qualification
• 6-8 years from call centre/contact centre operation and customer service experience in banking / financial institution
• Solid organizational, management, administrative skills in a style which exhibits maturity, leadership and sensitivity and teamwork
• Demonstrated strong planning, organization, leadership and change management capabilities.
• Willing to work various shifts, including overnight duties
• Good command of English and Chinese including Mandarin

* Candidates with 10 years of relevant experience, including those without team lead experience, are welcome to apply.

Interested parties please send your  resume in word format with current & expected salary and notice period to [via CTgoodjobs Apply Now].  For details, please feel free to contact Thomas  at +852 6718 4050.

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