Coordinate recruitment and ensure the resources allocated are best utilized in meeting respective service level, KPIs and sales targets.
Coach, mentor, and motivate the skilled customer service professionals in providing a consistent and high quality customer services.
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.
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.
Degree holder with 5 years of Contact Centre management experience and Telco and banking experience is an advantage.
Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholders.
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
Ability to build and maintain productive working relationships at all levels.
Ability to demonstrate flexibility and resiliency in the face of changing work requirement.
Please write in to [via CTgoodjobs Apply Now ] with your full resume (in MS-Word Format), stating your current and expected salary, and availability. Alternatively, please click the Apply Now button below or call Ken at (852) 21750698 for a confidential discussion of this job and other similar job opportunities.
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