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
• 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
• Co-ordinate call handling feedback from team members, analyze and identify issues from Guest commentsand implement plan to improve Guest’s satisfaction
• Support the client’s various stakeholders to ensure the smooth roll-out of initiatives and promotioncampaigns
• Design and develop best-in-class work procedures and practices and ensure that they are well-implemented
• Follow up projects and ad-hoc tasks as assigned by Call Center Manager. 

Requirements:

• Minimum 4 years’ experience of operation management or similar position, preferable in contact center/travel industry.
• Adequate knowledge of organizational effectiveness and operations management
• Successful previous experience as a Sales Lead, consistently meeting or exceeding targets
• Demonstrated ability to communicate present and influence credibly and effectively at all levels of the organisation
• Proven experience on client management, preferable in vendor management
• 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

Post: Human Resources, HKT Limited, 22/F, West Exchange Tower, 322 Des Voeux Road Central, Sheung Wan, Hong Kong
Fax:    2962 5613

For more information on other job opportunities of PCCW, please visit our website at http://www.pccw.com/Careers/Job+Opportunities+&+Application/Current+Opportunities?language=en_US

PCCW 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 personal data policies (http://www.pccw.com/staticfiles/PCCWCorpsite/Terms%20of%20Use/Privacy%20Policy%20Statement/8.1_PCO_POL_02e_Privacy_Policy_Statement.pdf), a copy of which will be provided immediately upon request.

Any personal data that you provide to PCCW in relation to the advertised position will be used by PCCW for the purpose of assessing your suitability to be employed by PCCW and for verifying any particulars provided by you and, if you are ultimately successful in your job application, your employment with PCCW. As necessary for these purposes, PCCW may transfer your personal data to PCCW's affiliates and third parties, including entities to which PCCW provides services which relate to the advertised position. You may decline to provide your personal data but then PCCW may not be able to process your job application.

http://www.pccw.com/

About HKT Teleservices

HKT Teleservices is an operating subsidiary of HKT, Hong Kong’s premier telecommunications service provider which is majority-owned by PCCW Limited. 

HKT Teleservices offers clients world class global contact center and BPO services in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Operating a global network of multi-channel contact centers, HKT Teleservices provides support in languages covering over half of the world’s population.

HKT Teleservices is consistently ranked among the world’s leading contact center service providers. With over 8,700 agent positions in Hong Kong, mainland China and the Philippines, HKT Teleservices provides local and multinational companies a wide array of skills to service more than 100 million customer contacts annually. To learn more, please visit http://www.hktteleservices.com/.