Head of Call Center


Post date :   24/6/2016
 

Head of Call Center 客服中心主管

Our client a public listed group in Macau is seeking the talent for Head of Call Center to join the group.


Responsibilities:

* Report to Director of Brand Development & Marketing

* Coordinate with IT department to test and design the system/networks to go smooth. Maintain and improve call center operations by monitoring system performance

* Manage the whole daily operations of call centre to ensure quality and efficiency standards

* Develop strategy to enhance customer satisfaction, drive operational efficiencies and decrease customer complaints

* Collect data from internal stakeholders and report for key performance metrics

* Work closely with client service team and business partners to provide the best operations services

* Work proactively with the management in resources utilization and cost minimization through ongoing improvement initiatives and streamline activities to deliver the high standard and premium service

Requirements:

* Bachelor's degree or above

* Minimum 8 years call center leadership experience

* Solid knowledge in Call Centre System and call center operation.

* Excellent problem solving and oral/written communication skills

* Team player, customer-oriented and be able to work under pressure

* Good command of spoken & written English and Chinese.

* Willing to work on shift.