Knowledge and Experience :
Degree holder with 5 years of Contact Centre management experience.
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.
Excellence in both written and spoken English.
Personal Attributes :
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
Wiorking Location :
Tuen Mun ( with free shuttle bus )
Key Accuntabilities :
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 reports and updates to management on operational issues and impacts, opportunities for improvement and action plans to drive results and performance.
Attractive package & competitives salary