Job ref no.: CTT-12639 (CT3117724-01#2768)
HKT Teleservices

Call Center Manager

HKT Teleservices

Benefits
  • 5-day week
  • Discretionary bonus
  • Medical plan

Responsibilities

  • Plan, manage and control contact center operations of client project, so as to achieve the service and cost targets in an efficient and effective manner
  • Manage cost and budget, and to be responsible for traffic, resources and revenue forecasting of the programs
  • Design and develop best-in-class work procedures and practices and ensure that they are well-implemented
  • Develop a highly motivated, productive and professional customer service team, review and evaluate the service quality and effectiveness of the team members, determine and take remedial actions if required
  • Identify and implement process improvement initiatives together with client to continuously uplift performance
  • Foster service culture and maintain the ambience within the contact centre
  • Follow up projects and ad-hoc tasks as assigned by Management

Requirements

  • Diploma or above with 6 years experiences in operation management, preferably in contact center/ travel industry
  • Adequate knowledge of organizational effectiveness and operations management
  • Sound business acumen with strong leadership and people management skill to motivate the team to achieve and exceed target
  • Demonstrated ability to communicate present and influence credibly and effectively at all levels of the organization
  • Proven experience on client management, interpersonal and presentation skills, be able to build rapports with internal and external stakeholders
  • Working knowledge of budgets and forecasting
  • Excellent mentoring, coaching and people management skills
  • Excellent communication in English writing and speaking
  • Proficient in MS Office or call center equipment/software programs
  • Frequent travelling to GZ office is required
  • Immediate availability is preferred

We Offer

  • 5-day work week
  • 14 days’ paid annual leave
  • Medical Coverage since commencement date
  • PCCW Group Staff Discount

Post: Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, Kowloon
Email: career-teleservices@pccw.com

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, a copy of which will be provided immediately upon request.

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More job information
Job ref no. CTT-12639 (CT3117724-01#2768)
Salary
  • N/A
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 6 years - 11 years
Career Level
  • Middle management level
Education
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree