Job Summary:

This position requires to oversee the daily operations of the contact centre, ensuring that customer service standards are met and exceeded. This role involves managing a team of customer service representatives, developing strategies to improve customer satisfaction, and collaborating with other departments to enhance service delivery.

Main Responsibilities:

• Lead and supervise team to ensure smooth operation and effective people management (shift may require).
• Support group initiatives and achieve the Group Target Operation Model for Contact Centre
• Develop working procedures and controls to ensure the team meets internal control guideline and audit requirements.
• Identify and drive process improvement area to streamline the processes and enhance customer’s experience.
• Manage customer complaints and resolve issues promptly.
• Recommend new ideas and technology, such as chatbot and livechat and drive the Department to achieve business target.
• Coach and motivate team members to excel their potential.

Requirements

• Bachelor Degree or above
• HKSI Type 1 RA (preferred)
• 8 - 10 years of Contact Centre supervisory and team management experience in banking and credit card contact center
• Proficient in MS Office applications including Chinese word processing.
• Data analytic tools, Telephony System, Omni Channel knowledge.
• Excellent communication and writing skills in English, Cantonese and Putonghua.
• Knowledge of relevant technology, regulations and standards.
• Detailed-minded and attentive
• Strong project management, service transformation and problem-solving skill.
• Good Team management and Coaching skill