24/7 Call Centre Operations & CX Leader

HTK; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

HTK is seeking a Call Centre Manager in Hong Kong to lead customer service operations, manage a frontline team, and ensure service continuity from 8:00 a.m. to 12:00 midnight, 7 days a week.

You will drive improvement initiatives, monitor KPIs, and ensure regulatory compliance while promoting DrGo and partner healthcare offerings. You will coordinate with medical partners, logistics, IT, and product teams to streamline the customer journey, coach staff, and deliver data-driven insights to senior

Qualifications

• Bachelor's degree in a related field.
• 5–8 years of customer service experience, with 2–3 years in a supervisory/managerial role.
• Healthcare, telemedicine, or service-oriented industry experience is advantageous.

Responsibilities

• Lead and manage the Customer Service team to achieve SLAs and regulatory compliance.
• Oversee end-to-end customer journey, coordinating with internal and external partners to resolve issues.
• Monitor KPIs, drive improvements, and implement coaching and training to raise performance.
• Identify cross-selling opportunities and promote DrGo and partner healthcare products while maintaining customer focus.

Skills

Leadership

Customer service

Team management

KPI analysis

Communication

Education

Bachelor's degree

Tools

Excel

PowerPoint

AI tools

Job description

HTK is seeking a Call Centre Manager in Hong Kong to lead customer service operations, manage a frontline team, and ensure service continuity from 8:00 a.m. to 12:00 midnight, 7 days a week.

You will drive improvement initiatives, monitor KPIs, and ensure regulatory compliance while promoting DrGo and partner healthcare offerings. You will coordinate with medical partners, logistics, IT, and product teams to streamline the customer journey, coach staff, and deliver data-driven insights to senior