Job ref no.: CT3119080-01#3506

Operations Supervisor (Call Centre)

Eagle Consultants Ltd

A Global Insurance Company with mainly business in general insurance is now looking for:

Operations Supervisor (Call Centre)


  • Report to Call Centre Manager and manage the call center and ancillary services relating to operations and development of the company
  • Handle team performance management and budget management
  • Implement the strategic plans for the call center including technology, organization structure, skills, training & resources requirements
  • Liaise with regional operations to ensure standardization and globalization of the processes and tools
  • Implement the strategic & tactical programs to enhance the capability of the call center to achieve the strategic objectives of the business
  • Develop and execute strategic planning with the management team to enhance service capabilities, quality and efficiency
  • Monitor quality and efficiency KPIs and provide variances analysis reports
  • Implement the training, monitoring and other performance measurement for the employees
  • Supervise the development of Local network of service providers in the roadside and appliance protection areas
  • Consolidate business requirements for local projects and liaise with PRC organizational management to ensure project prioritization and project management


  • Degree holder with 5 years or above working experience in MNC with call center or insurance operations environment
  • Experience in supporting travel & assistance programs would be a strong advantage
  • Proven track record in leadership with good communication skill
  • Good interpersonal, analytical and problem solving skills
  • Excellent command of English and Cantonese (verbal and written)


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More job information
Job ref no. CT3119080-01#3506
  • N/A
Job Function
Employment Term
  • Permanent
  • 5 years - 10 years
Career Level
  • Middle management level
  • Degree