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 comments and implement plan to improve Guest’s satisfaction
• Support the client’s various stakeholders to ensure the smooth roll-out of initiatives and promotion campaigns
• 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.
• Prepare business review reports and hold regular meetings with client.
• Working location: Sheung Wan

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 organization
• 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

Interested parties please send the resume to Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, Kowloon or click "Apply Now" button.

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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