Manager, Process Analysis
HKTHong kong HK, HKJob duties : -
o Cooperate with Training and Quality Assurance team to ensure a high quality in call centre service in both HK & GZ
o Oversee administrative functions and provide backend support to the frontline operations teams.
o Manage and analyse call centre operational data, identify improvement plans, and execute designed solutions.
o Ensure the proper operational processes in call centre are in place, staff are acting in accordance with defined procedure with high performance level.
o Offer coaching and training to drive for exceptional service quality and customer satisfaction .
o Conduct in-depth quality analysis and prepare comprehensive reports for senior management.o Travel to Mainland China (GZ) occasionally to align the operation between Hong Kong and China.
Job requirements : -
o University graduate or at least diploma level with Call Centre Experience
o Over 5 years of experience in call centre operations and preferred with management experience
o Expertise at strategic implementation and backend operational support
o Have excellent analytical mindset and the ability to integrate different sets of call centre operation data and transform to concrete strategy.
o Able to implement the designed strategy into precise policy and effective solution.
o Strong execution power to carry out new and enhanced business flow.
o Proficient in Microsoft Office application.
o Fluent in Cantonese, Mandarin, and English (both verbal and written)
Monday to Friday : 09 : 00 - 18 : 00
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