Contact Centre Manager ($40k-$50k)
Manpower
Hong Kong
15小时前
source : Monster

Job Description : Responsibilities :

Responsibilities :

  • Monitors call / Livechat / Kisok traffic and arrange adequate workforce to meet service targets
  • Trains the team in different aspects, such as product knowledge, system knowledge and telephone handling skills
  • Assists immediate supervisor to identify / implement the service improvement
  • Handles complex and complaint calls escalated from the team
  • Investigate on complaint cases and strive to find a solution to customers™ concerns on insurance products and services
  • Plans and leads process improvement initiatives and the implementation of each assigned projects
  • Conducts project post-implementation reviews, establish improvement plans and monitor progress
  • Explore and develop digital service platform (E.g. Chatbot, livechat)
  • Job Requirements :

  • Tertiary education graduate in any discipline with IIQEqualification is a must
  • With FLMI & ACS will be an advantage
  • Minimum 7 years experience in Contact Centre operation; of which 4 years is in supervisory / managerial level
  • Solid experience in contact centre management or customer service;
  • Basic insurance knowledge is desirable;
  • Candidate with less experience will be considered as Assistant Manager
  • Benefits :
  • $40k - $50k
  • $40k - $50k
  • 18 Days Annaul Leave
  • Medical Cover
  • Dental Coverage
  • Life Insurance
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