Senior Customer Service Executive

Your Role:

• To plan, control and manage the Call Center resources in meeting and exceeding the agreed service standards.
  
• To manage cost and budget, and to be responsible for traffic, resources and cost forecasting of the call center.
  
• To work closely with voice / telephony system by managing the interface of front and back office functions toensure seamless integration of member services including service enhancements, program implementation andreporting as well as planning and review mechanisms.
  
• To manage performance and development of call center staff.
  
• To identify and implement process improvement initiatives together for uplift performance.
  
• To develop and lead a highly motivated, productive and professional service team.
  
• To foster service culture and maintain the ambience within the call center.
  
• To develop and implement an effective communication system both internally within the call center andexternally with other working partners.
  
  

To succeed in this role:

• A university degree or diploma holder with at least 10 years’ experience in call center industry and 6 years inmanagerial position.
  
• Experience in managing call center is mandatory
  
• Leadership and people management skills in managing minimum 30-50 staff.
  
• Strong business sense, assertive and result-oriented.
  
• Good analytical and problem solving skills.
  
• Resilient and positive attitude.
  
• Excellent team building, communication and interpersonal skills across all levels.
  
• Working knowledge of Microsoft Office applications.
  
• Excellent command of spoken and written English and Chinese.
  
• Candidates with less experience would be considered as Assistant Call Center Manager.
  
  

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's privacy statement ( www.hkt.com/privacy-statement ), a copy of which will be provided immediately upon request.
香港電訊為平等機會僱主，歡迎所有合資格人士申請職位。申請人所提供的資料絕對保密，並只作與招聘有關的用途。在使用求職者所提供的個人資料時，僱主會嚴格遵守其個人資料政策的規定，並在收到有關要求時，會隨即提供一份有關政策的複本。

Ref ID: 52509

Location:Hong Kong, HK, HK

Business Unit: Commercial Group

Full Time/ Part Time: Full Time

Job Function: Customer Service

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