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Head of Contact Centre

City Facilities Management Holding

  • Company Industries:Others

Job Information

  • Post Date:2019-06-06
  • Career Level:Senior
  • Location:Kwun Tong
  • Yr(s) of Exp:5 years
  • Qualification:Non-Degree Tertiary
  • Salary:HK$70,000 - 90,000 /month (negotiable)
  • Employment Type:Full Time
  • Job Function:General Management
  • Benefits:Double pay, Five-day work week, Life insurance, Medical insurance, Performance bonus

Job Description

Job Description 

  • Lead and train the Contact Centre team (help desk, field management support, asset management, planned preventative maintenance and job management teams) in a fully integrated Helpdesk environment. Provide expert knowledge and experience in specialised training relating to COMS and telephony systems needed for fully integrated Helpdesk operations.
  • A key aspect of the role is to work with all stakeholders to create an outstanding service based workplace culture and establish effective recruitment and training of the total contact centre along with managing the Global Support Services team. The role will manage the Asset and PPM team to record and report on all assets and PPM’s to ensure that field KPI’s are met and maintained. Lead the Job Management team on all jobs across all brands to ensure that KPI’s are met and maintained whilst working through all customer streams to deliver strong relationships and outstanding customer service. 
  • Represent the company in a professional and competent manner and develop strong working relationships within City and with the client's team. 
  • Effectively lead and manage the team to deliver key objectives, providing coaching and support where required.
  • Establish, build and maintain good working relationships with our Partners’ Supermarket business representatives.
  • Establish and maintain good working relationships with Field based technicians.
  • Ensure effective communication regarding customer impacts to the relevant business representatives.
  • Building skills and capability in the fully integrated Contact Centre Team, providing support for career development needs.
  • Identify and practice all safety policies, procedures and safety improvements.
  • Manage the day to day Contact Centre operation including responsibility for SLA , KPI and budget performance.
  • Monitor performance of Managers, Supervisors and Team Leaders, offering support and coaching as required.
  • Establish, recruit and train the full Contact Centre team including procurement, help desk, field management support, asset management and planned preventative maintenance and closedown teams.
  • Promote a culture of excellent customer service, establishing an outstanding working relationship with our client, ensuring that the helpdesk team have a highly visible presence.
  • Facilitate independent validation of contact centre services via methods such test calls, thereby improving service quality and clarity of calls answered.
  • Facilitate regular Contract Review Meetings being fully accountable for KPI’s.
  • Monitor Helpdesk calls, ensuring that calls are actioned within agreed Service Level Agreement, working through any difficulties which may arise.
  • Introduce and implement department procedure manuals, identifying and implementing process improvements when necessary.
  • Carry out 1-1 performance/appraisal feedback for direct reports.
  • Ensure the swift deployment of appropriate technicians, service resources to resolve emergency incidents in line with company procedures and Service Level Agreements.
  • Liaise with other areas of the business, internal and external customers.
  • Give guidance to employees on ambiguous areas and matters of policy.
  • Engage team to meet targets and drive performance.
  • Disciplinary and HR issues.
  • Visibly demonstrate leadership, enthusiasm and positive behaviour.
  • Own and display City values, respect and value others and work as one team.
  • Develop and motivate team spirit.
  • Ensure personal and team skills keep track with the business developments.
  • Work with company and the customer to ensure that standards of quality are maintained and improved at all times.
  • Drive to improve constant improvement.
  • Budget responsibility for Contact Centre.
  • Operational performance management objectives and expectations.
  • Helpdesk process improvements and customer problem solving.
  • Recruitment of Contact Centre team members.
  • Performance management responsibility.
  • Remuneration reviews for team members

Requirement

  • Degree Holder - Highly Preferred.
  • Minimum 10 years of working experience at managerial level – help desk/retail/customer service - Highly Preferred.
  • Knowledge of or experience retail/customer service – Essential.
  • Previous work experience in a similar industrial environment – Preferred.
  • Computer literate and Microsoft Office skills – Essential.
  • Demonstrate ability to prepare concise, accurate, well supported reports for decision making purposes.
  • Strong interpersonal skill.
  • Strong analytical skill.
  • Possess excellent leadership qualities.
  • Maintain a professional and positive attitude at all times and act with integrity (lead by example).
  • High level numerical and analytical skills.
  • Demonstrated attention to detail and accuracy.
  • Maintain a high standard of delivery on all work and meet deadlines.
  • Display high level of motivation and drive at all times.
  • The desire to help create, maintain and promote a high performing team and continually assist our team members is mandatory.

 

Company Info

City know that our team of highly skilled people is the driving force behind our success and growth. Quite simply, our people are our greatest asset or, as we’re proud to say, “Our People Are the Soul of Our City”.

When you join City, you’ll join more than 13,000 customer-focused team members located across five continents. All our team members are dedicated to our goal: to work collaboratively with our partners to deliver long-term tailored business solutions.

We’re a fast-growing company with opportunities across the full spectrum of facilities management.

City will offer a workplace where you will feel supported, offers a rewarding career and recognises and rewards successful performance. 

When City partner with our clients, we become part of their business, rather than just an extension of it. Through our 100% transparency model, we offer a new way of doing business that delivers long-term cost savings and benefits.

We foster a culture of collaboration and open dialogue, and take the time to understand our clients brand, priorities and goals. City also has the global reach and innovative expertise to drive better outcomes for our clients.

 

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