Assistant Customer Care Manager

Global Sports Jobs Limited; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Benefits offered by this job

Competitive benefits package

Dynamic working environment

Development opportunities

Job summary

Global Sports Jobs Limited seeks a Call Centre Supervisor to manage daily operations within the MCE Division, ensuring effective performance against KPIs and guiding frontline staff through changes. The role collaborates with stakeholders to answer queries, enforce policies, and drive improvements across digital and physical touchpoints.

The ideal candidate holds a Bachelor's degree in Business and has 3+ years of supervisory experience in a large call centre, with proficiency in Genesys,

Qualifications

• Bachelor's degree in Business or related discipline.
• Minimum 3 years’ supervisory experience in a sizeable call centre.
• Proficiency with Genesys, Verint, and CRM systems.

Responsibilities

• Supervise the daily operations of the call centre, ensuring efficient and effective performance and achievement of targets (KPI).
• Supervise frontline staff to deliver high-quality customer service and lead them to embrace and implement necessary business changes.
• Collaborate proactively with stakeholders to gather up-to-date information and insights that help respond effectively to customer enquiries.
• Enforce call centre policies and procedures to ensure adherence to service quality standards.
• Provide ongoing feedback and performance evaluations to team members and develop their talents.
• Collaborate with other teams or departments to improve processes and customer experience.
• Coordinate with team members and stakeholders to respond timely to incidents reported by customers or internal staff, monitor and track the progress of incident resolution, and provide regular updates to stakeholders and management.
• Identify and implement improvements to call centre operations.
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business.
• Undertake other duties as assigned by Line Manager.

Education

Bachelor's degree in Business or related disciplines

Tools

Genesys

Verint

Customer Management System

Job description

About the Role

The role supervises the daily operations of the call centre within the Membership and Customer Excellence (MCE) Division, ensuring efficient and effective performance and achievement of targets (KPI). It leads frontline staff to deliver high-quality customer service and to embrace and implement necessary business changes. The position collaborates with stakeholders to respond effectively to customer enquiries and incidents, enforces call centre policies, and drives operational improvements. The MCE Division oversees clubhouses, racecourses, Off-Course Betting Branches (OCBBs), member and owner value propositions, and customer experience across digital and physical touchpoints.

Key Responsibilities

• Supervise the daily operations of the call centre, ensuring efficient and effective performance and achievement of targets (KPI).
• Supervise frontline staff to deliver high-quality customer service and lead them to embrace and implement necessary business changes.
• Collaborate proactively with stakeholders to gather up-to-date information and insights that help respond effectively to customer enquiries.
• Enforce call centre policies and procedures to ensure adherence to service quality standards.
• Provide ongoing feedback and performance evaluations to team members and develop their talents.
• Collaborate with other teams or departments to improve processes and customer experience.
• Coordinate with team members and stakeholders to respond timely to incidents reported by customers or internal staff, monitor and track the progress of incident resolution, and provide regular updates to stakeholders and management.
• Identify and implement improvements to call centre operations.
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business.
• Undertake other duties as assigned by Line Manager.

Required Experience & Qualifications

• Bachelor's degree in Business or related disciplines.
• A minimum of 3 years’ experience at supervisory level in a sizeable call/service centre environment.
• Proficiency in using call centre technologies and tools such as Genesys, Verint, and Customer Management System.
• Ability to analyse call centre data, such as call handling time, resolution rate, call answer rate, and service level.

Preferred Skills

• Experience in hotline operations is a definite advantage.

Salary

• Competitive salary

Benefits & Perks

• Competitive benefits package
• Dynamic working environment
• Development opportunities