Contact Center Manager
PCCW Enterprises Limited
Hong Kong
6天前

Job Description : Your role :

Your role :

  • Coach, mentor, and motivate the skilled customer service professionals in providing a consistent and high quality customer services.
  • Coordinate recruitment and ensure the resources allocated are best utilized in meeting respective service level, KPIs and sales targets.
  • Contribute to the creation and subsequently drive the implementation of career development plan within Customer Relationship Management Department.
  • Foster sales / service culture and customer focused attitude within the Contact Centre.
  • Partner with key stakeholders to plan, develop, implement and review the policies, guidelines and procedures to ensure best practice within the Contact Centre.
  • Review, analyze and recommend strategies to drive the performance of Contact Centre.
  • Communicate and provide ongoing regular updates to management on operational issues and impacts, opportunities for improvement and action plans to drive results and performance.
  • Requirements :

    To succeed in this role :

  • Degree holder with 5 years of Contact Centre management experience.
  • Telco and banking experience is an advantage.
  • Demonstrated ability to develop, implement and review policies and procedures for a service delivery environment.
  • Proven leadership skills, with the ability to coach and mentor people
  • Demonstrated ability to think critically and analytically.
  • Excellent organization, planning and communication skills.
  • Ability to build and maintain productive working relationships at all levels.
  • Ability to demonstrate flexibility and resiliency in the face of changing work requirement.
  • Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholders.
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