Call Centre Operations Lead & Training Coach

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

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.