Head of Contact Centre/Head of Call Centre
- BBBH794752 Sep 30, 2021 Competitive
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.
- 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
- 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 firstname.lastname@example.org.
Associate Director | Accounting & Finance Recruitment
+852 3907 3932