Assistant Manager, Customer Care

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

About the Role

The role oversees and manages the daily operations of the call centre, ensuring efficient and effective performance and achievement of KPIs while leading frontline staff and supervisors through necessary business changes. It monitors call centre performance metrics, identifies process improvements and implements strategies to meet business goals. The position coordinates incident responses with stakeholders and collaborates across teams to improve cross-functional processes and customer experience. It also develops policies, provides performance feedback, ensures Responsible Gambling Policy compliance and supports continuous improvement and business transformation. The role sits within the Membership and Customer Excellence Division, which oversees clubhouses, racecourses and Off-Course Betting Branches and leads customer experience strategy across digital and physical touchpoints.

Key Responsibilities

• Oversee and manage the daily operations of the call centre to ensure efficient and effective performance and achievement of targets and KPIs, and manage frontline staff to deliver high-quality customer service while leading supervisors to embrace and implement necessary business changes.
• Monitor and analyse call centre performance metrics, such as average call handling time, call resolution rate, customer satisfaction and agent productivity.
• Generate reports to track performance, identify trends and support data-driven decisions.
• Identify areas for improvement and implement process enhancements to optimise call centre operations, and develop and implement strategies to meet business goals.
• Coordinate and collaborate with team members and stakeholders to respond timely to incidents reported by customers or internal staff, monitor and track incident resolution progress, and provide regular updates to stakeholders and management.
• Collaborate with other teams or departments to improve cross-functional processes and enhance overall customer experience.
• Develop and 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.
• Stay updated on industry trends, technologies and best practices to drive continuous improvement in call centre operations and support business transformation.
• 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.
• Minimum of 6 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.
• Ability to manage and lead teams effectively.
• High level of sensitivity and professionalism in handling customer data and managing incidents.
• Willingness and ability to work on rotating shifts, including weekends and public holidays.

Preferred Skills

• Proven experience in hotline operations.

Salary

• Competitive salary

Benefits & Perks

• Competitive benefits package
• Dynamic working environment
• Development opportunities

About the Company

The Hong Kong Jockey Club is a world-class racing club founded in 1884 that acts continuously for the betterment of society. The Club has a unique integrated business model comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.