Manager, Process Analysis

Job 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