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
• Manage cost and budget, and to be responsible for traffic, resources and revenue forecasting of the programs
• Design and develop best-in-class work procedures and practices and ensure that they are well-implemented
• 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
• Identify and implement process improvement initiatives together with client to continuously uplift performance
• Foster service culture and maintain the ambience within the contact centre
• Follow up projects and ad-hoc tasks as assigned by Management

 Requirements

• Diploma or above with 6 years experiences in operation management, preferably in contact center/ travel industry
• Adequate knowledge of organizational effectiveness and operations management
• Sound business acumen with strong leadership and people management skill to motivate the team to achieve and exceed target
• Demonstrated ability to communicate present and influence credibly and effectively at all levels of the organization
• Proven experience on client management, interpersonal and presentation skills, be able to build rapports with internal and external stakeholders
• 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
• Frequent travelling to GZ office is required
• Immediate availability is preferred
  

We Offer

• 5-day work week
• 14 days’ paid annual leave
• Medical Coverage since commencement date
• PCCW Group Staff Discount

Applications should be sent to us by clicking the "Apply Now" button below.

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.

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