Assistant Manager, Call Centre Operations & Performance

Global Sports Jobs Limited; Hong Kong; On-site; HKD 520,000 - 750,000; Full time

Benefits offered by this job

Competitive benefits package

Dynamic working environment

Development opportunities

Job summary

The Hong Kong Jockey Club is seeking a Call Centre Operations Manager to oversee daily call centre operations, ensuring KPI achievement and guiding frontline staff and supervisors through necessary business changes.

You will monitor performance metrics, drive process improvements, coordinate incident responses, and collaborate with cross-functional teams to enhance the customer experience within the Membership and Customer Excellence Division.

Qualifications

• Bachelor's degree in Business or related disciplines.
• Minimum of 6 years' supervisory experience in a sizeable call centre environment.
• Proficiency with call centre technologies such as Genesys, Verint and a Customer Management System.
• Ability to analyse call centre data including AHT, resolution rate and service level.
• Ability to lead teams effectively and provide performance feedback.
• Willingness to rotate shifts, including weekends and public holidays.

Responsibilities

• Manage daily call centre operations to ensure targets and KPIs are met.
• Monitor and analyse call centre metrics such as AHT, resolution rate and customer satisfaction.
• Generate reports to track performance and support data-driven decisions.
• Identify process improvements and implement strategies to meet business goals.
• Collaborate with teams and stakeholders to respond to incidents and improve cross-functional processes.
• Develop and enforce call centre policies and provide ongoing feedback and coaching.
• Stay updated on industry trends to drive continuous improvement and transformation.
• Ensure compliance with Responsible Gambling Policy and relevant wagering regulations.

Skills

Team leadership

Data analysis

People management

Shift flexibility

Stakeholder collaboration

Education

Bachelor's degree in Business

Tools

Genesys

Verint

Customer Management System

Job description

The Hong Kong Jockey Club is seeking a Call Centre Operations Manager to oversee daily call centre operations, ensuring KPI achievement and guiding frontline staff and supervisors through necessary business changes.

You will monitor performance metrics, drive process improvements, coordinate incident responses, and collaborate with cross-functional teams to enhance the customer experience within the Membership and Customer Excellence Division.