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Head of Contact Centre/Head of Call Centre

Job Seekers Hong Kong SAR China Sales Others

Job Summary

  • Hong Kong
  • Permanent
  • BBBH794752
  • Sep 30, 2021
  • Competitive
Job Description

This company is a large and expanding platform with diversified business lines. They are looking for a high-calibre candidate to join as the Head of Contact Centre/Head of Call Centre.

This company is a large and expanding platform with diversified business lines. They are looking for a high-calibre candidate to join as the Head of Contact Centre/Head of Call Centre. This is an in-house role.

Responsibilities

  • Lead 100+ people in the Contact Centre to provide prestigious service with high quality to customers
  • Manage the large-scale transformation projects including the digital ones with regards to contact centre operation, process automation and streamlining operations
  • Perform team management responsibilities including but not limited to KPI setting and enhancement, resource allocation and planning, recruiting talents and promoting staff with strong performances
  • Enhance the per person productivity and cost effectiveness
  • Manage the team to handle and follow up on customer complaints/feedback
  • Make sure customer inquiries are properly addressed and responded professionally to maintain the customer loyalty
  • Lead the training on the quality of service
  • Make sure of technology and automation tools

Requirements

  • Bachelor's degree holder
  • A minimum of 12-15 years of experience gained from large-scale call centres/contact centres
  • Excellent command of Cantonese and English
  • Possess strong leadership and team management skills, be able to think out of the box and innovative and embrace technology and digital initiatives
  • Must have experience in chatbot or other similar automation tools

To apply online, please click the "Apply" button below. For a confidential discussion about this role, please contact David Yung on +3907 3932 or dyung@morganmckinley.com.

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Consultant Details

Consultant Details

David Yung
David Yung
  • Associate Director | Accounting & Finance Recruitment
  • +852 3907 3932
  • dyung@morganmckinley.com