Call Center Growth & Operations Director

JF Talent Consulting Group (Global); Hong Kong; On-site; HKD 558,000 - 837,000; Full time

Job summary

A leading business solutions provider in Hong Kong is looking for a Director of Call Center to lead operations and establish a new business line. The ideal candidate will have 8-10 years of experience in call center management and strong analytical, communication, and interpersonal skills. This role requires a Bachelor's degree and fluency in written Chinese and English. Competitive salary package offered from HKD 50,000 to HKD 75,000.

Qualifications

• 8-10 years experience in call center or customer service.
• Hands-on experience in workflow development and business analysis.
• Fluent in written Chinese and English, conversational in English and Mandarin.

Responsibilities

• Lead the Call Center Operations team and establish a new line of business.
• Establish operational policies and service performance monitoring.
• Monitor KPIs and implement action plans for improvement.

Skills

Interpersonal skills

Communication skills

Analytical skills

Teamwork

Scheduling

Education

Bachelor's Degree or above

Job description

Director of Call Center | IT | Smart Office | HKD 50,000 - HKD 75,000

Job Openings Director of Call Center | IT | Smart Office | HKD 50,000 - HKD 75,000

About the job Director of Call Center | IT | Smart Office | HKD 50,000 - HKD 75,000

Our client is one of the leading Business Solutions providers in Hong Kong, with over 30,000 employees worldwide accessing 150 countries in sales and service operations.

They offer a wide range of smart business solutions to enterprises of all sizes in Hong Kong, including Professional Printing Solutions, Enterprise Solutions, Digital Workplace, Cloud Services, IT Services, and Business Process Outsourcing Services.

To cooperate with the business growth, they are looking for a Director / Senior Manager of Call Center to join their Hong Kong branch, which aims to set up a new line of business in achieving the business objective and client satisfaction.

About The Role

• To lead the Call Center Operations team and set up a new line of business in achieving the business objective and client satisfaction.
• Establish the operational policy & procedure, workflow, service performance monitoring, and review.
• Implementation of best practice processes and procedures to ensure efficient and successful management of the business division.
• Monitor data to identify trends and ensure KPIs and goals are being met/implemented, as well as action plans of improvement where necessary.
• Establish the hiring strategy, training, and development plan for staff, including performance matrix and PKI.
• Ensure the employees are working to agreed quality and compliance standards.
• Serve as an internal and external escalation point in case of ongoing issues relating to Call Center operations, liaising with internal departments as needed to ensure resolution.
• Act as an escalation point in incident management, and mobilize internal or third-party resources to resolve the problem.

Perform all other duties as assigned.

Requirements:

• Bachelor's Degree or above
• With 8-10 years experience in call center/customer service / corporate business/SME customers
• With hands-on experience in workflow development, improvement, and business analysis
• Result-oriented, highly self-motivated with excellent interpersonal, communication, and analytical skills.
• Collaborative personality and ability to build strong personal relationships.
• Highly organized, with attention to detail and a dedication to resolving issues.
• Good teamwork and scheduling skills, good cross-functional cooperation.
• Good command of written Chinese and English and conversational in spoken English and Mandarin.