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.