The Department

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The Integrated Contact Centre in Retail and Telebet Services Department provides one-stop customer service to the Club’s customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and feedback handling, etc.

Reporting to Senior Manager, Customer Care, the role of (Assistant) Customer Care Manager is under Voice Service Team, responsible for overseeing and managing the daily operations of the call centre, ensuring efficient and effective performance.

The Job

You will:

Oversee and manage the daily operations of the Call Centre (Voice Service) ensuring efficient and effective performance; achieve the targets (KPI). Effectively manage frontline staff to deliver high-quality customer service and lead supervisors to embrace and implement necessary business changes.
Monitor and analyse the centre performance metrics, such as average handling time, resolution rate, customer satisfaction, and agent productivity; generate reports to track performance, identify trends, and make data-driven decisions.
Identify areas for improvement and implement process enhancements to optimize the centre operations. Develop and implement strategies to meet business goals.
Coordinate and collaborate with team members and stakeholders, timely respond to incidents reported by customers or internal staff; monitor and track the progress of incident resolution, provide regular updates to stakeholders and management.
Collaborate with other teams or departments to improve cross-functional processes and enhance overall customer experience.
Develop and enforce call centre policies and procedures to ensure adherence to service quality standards. Provide ongoing feedback and performance evaluations to team members and develop their talents.
Stay updated on industry trends, technologies, and best practices to drive continuous improvement in call centre operations. Support business transformation.
Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.
Undertake other duties as assigned by Line Manager.

About You

You should have:

A Bachelor degree in Business or related disciplines.
A minimum of 8 years’ experience at supervisory level in sizeable call/service centre environment. Candidates with less experience may be considered for the position of Assistant Manager.
Proven experience in hotline operations a definite advantage.
Proficiency in using call center technologies and tools such as Genesys, Verint, Customer Management System.
Ability to analyse call entre data, such as call handling time, resolution rate, call answer rate, service level.
Skilled in managing people effectively
Be sensitive in handling customer data and managing incident
Ability to work on shifts, including Night and Day Race Meetings, Sundays and Public Holidays

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply
Please send your resume, complete with expected salary and job reference by clicking the #Apply-Now# button or to:
Fax: 2966-5770
Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

We are an equal-opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.