Assistant Manager (Contact Centre)

Civil Service Bureau; Hong Kong; On-site; HKD 446,000 - 714,000; Full time

Benefits offered by this job

Gratuity on contract

Paid annual leave 10 days

Job summary

Civil Service Bureau seeks a capable manager to assist in handling complaints and to supervise frontline teams across its call centre operations. You will help improve service quality, coordinate daily activities, and liaise with other government bodies.

The role requires strong communication, Chinese and English proficiency, and experience in training, coaching, and quality assurance within a call centre environment. The position involves potential overtime and shift work.

Qualifications

• Candidates should have: (a)(i) a Hong Kong degree, or equivalent, plus 5 years of working experience in call centre/contact centre, of which 3 years should be at supervisory level; or (ii) attained Level 2 or equivalent or above in five subjects including Chinese Language and English Language in HKDSEE ... plus 7 years of working experience in call centre/contact centre, of which 4 years should be at supervisory level; and (b) good communication skill and interpersonal skill; and (c) good command of written and spoken Chinese (Cantonese and Putonghua) and English; and (d) familiarity with PC applications.

Responsibilities

• to assist in managing the complaint handling of the centre; and conduct reviews for service quality enhancement, including planning and implementation of improvement measures;
• to assist in managing the centre’s daily operation;
• to lead, supervise and coach teams of frontline staff to achieve performance targets;
• to assist in handling and monitoring inter-departmental complaints received from different channels and to liaise with relevant government bureaux/departments on complaint handling;
• to establish and implement the training plan for staff in the call centre/contact centre, and to assure and improve the quality of training courses;
• to manage and to conduct the staff training, including knowledge related to the services, customer service skill and computer system operation;
• to establish and implement the telephone enquiry quality management system; and
• to provide appropriate counseling for staff to assure the quality.

Skills

Good communication

Interpersonal skills

Written and spoken Chinese & English

Education

Hong Kong degree with 5 years experience

HKDSEE five subjects Level 2 or above including Chinese & English

Equivalent with 7 years supervisory call centre experience

Tools

PC applications

Job description

Entry Requirements

• Candidate should have -
  (a)(i) a Hong Kong degree, or equivalent, plus 5 years of working experience in call centre/contact centre, of which 3 years should be at supervisory level; or
  (ii) attained Level 2 or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or Level 2 / Grade E or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent, plus 7 years of working experience in call centre/contact centre, of which 4 years should be at supervisory level; and
• (b) good communication skill and interpersonal skill; and
• (c) good command of written and spoken Chinese (Cantonese and Putonghua) and English; and
• (d) familiarity with PC applications.
• Preference will be given to candidates with working experience in a government or public sector call centre / contact centre.

Note: (1) “Attained with Distinction” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects), and Grade C in Other Language subjects in the HKDSEE are accepted as equivalent to Level 3 in the New Senior Secondary subjects in the HKDSEE. “Attained” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects), and Grade E in Other Language subjects in the HKDSEE are accepted as equivalent to Level 2 in the New Senior Secondary subjects in the HKDSEE.
(2) ‘Grade C’ and ‘Grade E’ in Chinese Language and English Language (Syllabus B) in the HKCEE before 2007 are accepted administratively as comparable to ‘Level 3’ and ‘Level 2’ respectively in Chinese Language and English Language in the 2007 HKCEE and henceforth.

Duties

• (a) to assist in managing the complaint handling of the centre; and conduct reviews for service quality enhancement, including planning and implementation of improvement measures;
• (b) to assist in managing the centre’s daily operation;
• (c) to lead, supervise and coach teams of frontline staff to achieve performance targets;
• (d) to assist in handling and monitoring inter-departmental complaints received from different channels and to liaise with relevant government bureaux/departments on complaint handling;
• (e) to establish and implement the training plan for staff in the call centre/contact centre, and to assure and improve the quality of training courses;
• (f) to manage and to conduct the staff training, including knowledge related to the services, customer service skill and computer system operation;
• (g) to establish and implement the telephone enquiry quality management system; and
• (h) to provide appropriate counseling for staff to assure the quality.

The job holder may be required to work overnight on Saturdays, Sundays, public holidays and irregular hours, and in inclement weather such as during typhoons and black rainstorms.
Successful candidate may be required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.

Terms of Appointment

Successful candidates will be appointed on non-civil service contract terms for a period of one year.

Fringe Benefits

• (a) Upon satisfactory completion of the full contract, a gratuity may be granted to the appointee who has consistently achieved a high standard of performance and conduct. The amount will be the sum which, when added to Government’s contribution to the Mandatory Provident Fund Scheme as required by the Mandatory Provident Fund Schemes Ordinance (Cap. 485), will not exceed 15% of the total basic salary drawn during the contract period.
• (b) Rest days, statutory holidays (or substituted holidays), annual leave, maternity leave, paternity leave, sickness allowance, where appropriate, will be granted in accordance with the Employment Ordinance. Appointees will be entitled to paid annual leave of ten days. Not more than four additional days of annual leave will also be granted to appointees with satisfactory performance.

General Notes

• (a) Candidates must be permanent residents of the Hong Kong Special Administrative Region at the time of appointment unless specified otherwise.
• (b) As an Equal Opportunities Employer, the Government is committed to eliminating discrimination in employment. The vacancy advertised is open to all applicants meeting the basic entry requirement irrespective of their disability, sex, marital status, pregnancy, age, family status, sexual orientation and race.
• (c) Non-civil service vacancies are not posts on the civil service establishment. Candidates appointed are not on civil service terms of appointment and conditions of service. Candidates appointed are not civil servants and will not be eligible for posting, promotion or transfer to any posts in the Civil Service.
• (d) The entry pay, terms of appointment and conditions of service to be offered are subject to the provisions prevailing at the time the offer of appointment is made.
• (e) Where a large number of candidates meet the specified entry requirements, the recruiting department may devise shortlisting criteria to select the better qualified candidates for further processing. In these circumstances, only shortlisted candidates will be invited to attend recruitment examination and/or interview.
• (f) It is Government policy to place people with a disability in appropriate jobs wherever possible. If a disabled candidate meets the entry requirements, he/she will be invited to attend the selection interview/written examination without being subject to any further shortlisting criteria. Applicants who have declared disabilities found suitable for appointment may be given an appropriate degree of preference over other applicants whose suitability for appointment is considered comparable to that of the former. The Government policy and other related measures on employment of persons with disabilities are set out in the booklet “Employ People Based on Their Abilities – Application for Government Jobs by Persons with Disabilities” which is available for reference on the Civil Service Bureau's website at http://www.csb.gov.hk under “Administration of the Civil Service – Appointments”.
• (g) Holders of academic qualifications other than those obtained from Hong Kong institutions/Hong Kong Examinations and Assessment Authority may also apply but their qualifications will be subject to assessments on equivalence with the required entry qualifications.
• (h) If candidates failed to provide all information requested in the recruitment advertisement, their applications will not be considered.
• (i) As invitations or notifications may be sent to applicants by e-mails, applicants should provide a valid e-mail address in their application forms. Applicants are responsible for checking their e-mails to ensure that invitation or notification will be duly received.
• (j) Towards the application deadline, our on-line system would likely be overloaded due to large volume of applications. To ensure timely completion of your on-line application, it is advisable to submit the application as early as possible.

Contact Address

Administration & Support Section, 1823, Digital Policy Office, 13/F, Treasury Building, 3 Tonkin Street West, Cheung Sha Wan, Kowloon.