Responsibilities

• To prepare daily, weekly, monthly and ad-hoc management reports to assist management in monitoring centre, team and individual performance.
• To conduct call volume trend analysis and make recommendations for operation efficiency, quality customer service and headcount control;
• To create and implement day to day schedule management, co-ordinate schedule swaps and changes based on staffing needs and changing business requirements;
• To work with centre management to suggest appropriate times for scheduling off-phoneactivities;

Requirements

• Diploma or above and 2 years’ relevant working experience;
• In-depth knowledge in operations and service delivery principles;
• Good knowledge on common PC software applications eg Word, Excel, etc.;
• Good command of spoken Cantonese and English;
• Positive working attitude, responsible and result-oriented.

We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), stating your present and expected salary to Human Resources Department by clicking “Apply Now”.

For more information on other job opportunities of PCCW, please visit our website: www.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.

 Privacy Policy Statement - http://www.hkt.com/staticfiles/HKTCorpsite2/Privacy%20policy/(HKT)%20HR%20Privacy%20Policy%20Statement%20(version%20-%20Nov%202017).pdf