We are seeking an experienced and dynamic professional to manage and lead call centre operations based in Hong Kong. The successful candidate will be responsible for overseeing the daily activities of the call centre, ensuring efficiency, optimising staff performance, and delivering outstanding customer service.
The right candidate will have a proven background in call centre management, excellent leadership skills, and a strong understanding of performance metrics and reporting. You will be expected to develop strategies to improve quality of service, productivity, and profitability, while maintaining a positive and motivated team environment.
Key Responsibilities:
- Manage and supervise daily operations of the call centre to ensure targets and service levels are consistently achieved
- Lead, coach, and support a team of supervisors and agents, fostering a culture of high performance
- Implement and monitor KPIs and service standards, ensuring continuous improvement in customer satisfaction and operational efficiency
- Recruit, train and evaluate staff performance, identifying areas for development and training needs
- Analyse call data and prepare regular reports for senior management to identify trends and inform business decisions
- Handle escalated customer complaints and complex queries, ensuring issues are resolved quickly and effectively
- Work closely with other departments to enhance customer experience and resolve interdepartmental issues
- Ensure compliance with company policies, procedures, and regulatory requirements
Requirements:
- Proven experience as a Call Centre Manager or in a similar leadership role within a customer service environment
- Strong understanding of call centre technology and reporting tools
- Excellent communication, interpersonal and problem-solving skills
- Demonstrated ability to lead, motivate and develop teams
- Strong analytical mindset with the ability to interpret data and make informed decisions
- Ability to work under pressure and manage changing priorities
- Knowledge of customer service principles and performance evaluation techniques
- Fluency in English is essential; additional language skills are a plus
- Proficiency in using CRM systems and Microsoft Office applications
- Bachelor’s degree in Business Administration, Management, or a related field is preferred
This is an exciting opportunity for a passionate and strategic individual to make a significant impact on operations and customer satisfaction levels. If you thrive in a fast-paced environment and have a commitment to excellence in service delivery, we invite you to apply for this role.
