Senior Contact Centre Supervisor

Property Management Services Authority (PMSA); Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

Property Management Services Authority (PMSA) in Hong Kong seeks a capable professional to oversee daily Contact Centre operations and supervise frontline staff. You will manage inquiries and complaints from the sector and the public, while supporting procedures and reporting needs.

The role requires a bachelor’s degree and 3+ years in a call/contact centre, with strong English and Chinese communication. Proficiency in MS Office is essential, and independence under pressure is valued.

Qualifications

• Bachelor’s degree or equivalent.
• A minimum of 3 years’ relevant experience in call centre / contact centre.
• Experience in regulatory/public bodies or the property management sector will be desirable.
• Proficient in Microsoft Office applications including Word, Excel, PowerPoint and Chinese Word Processing.
• Excellent communication, interpersonal, organization and problem solving skills.
• Good command of both written and spoken English and Chinese. Proficiency in Putonghua will be an advantage.
• Customer-oriented and able to work independently as well as under pressure.

Responsibilities

• Assist in overseeing the daily operations of the Contact Centre to ensure service quality and operational efficiency.
• Supervise frontline staff in handling enquiries and complaints from the property management sector and the general public as well as other administrative support duties.
• Handle telephone and written enquiries and complaints relating to the business of the Property Management Services Authority.
• Assist in the formulation, review and implementation of operating procedures for the Contact Centre.
• Assist in the development, maintenance and enhancement of the Contact Centre facilities.
• Prepare, analyse, and compile statistical reports for management review; and
• Perform any other duties as assigned by the Management.

Skills

Customer service

Communication

Team supervision

Problem solving

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Property Management Services Authority (PMSA) in Hong Kong seeks a capable professional to oversee daily Contact Centre operations and supervise frontline staff. You will manage inquiries and complaints from the sector and the public, while supporting procedures and reporting needs.

The role requires a bachelor’s degree and 3+ years in a call/contact centre, with strong English and Chinese communication. Proficiency in MS Office is essential, and independence under pressure is valued.