Call Centre Senior Manager

Call Centre Senior Manager / AVP (Telecom,Tech) @900K Add expected salary to your profile for insights We are seeking an experienced Senior Manager, teleservices Call Centre Management to oversee and enhance customer service operations within the Technology & Telecoms industry. The ideal candidate will lead a team in GZ and Hong Kong in providing excellent service and developing strategies to improve retention and customer engagement in Hong Kong and GZ. A large organization within the Technology & Telecoms sector, this company is committed to delivering innovative solutions and exceptional customer experiences. Operates multi-channel customer care centers in Hong Kong and Mainland China (including Guangzhou, Shanghai, Beijing, Chongqing, Yongchuan, and Xi'an) Description Assist the Call Centre Head in all aspects of call centre management, including strategy, planning, and execution. Oversee day-to-day call centre operations, ensuring smooth and efficient service delivery. Manage and optimise resource allocation, including workforce planning, and customer engagement, to meet service level agreements (SLAs). Drive continuous improvement initiatives to enhance service quality, efficiency, and member satisfaction. Monitor and control operational costs, identifying opportunities for optimisation. Overseeing the daily operations of the contact centre to ensure smooth and efficient workflows. Developing and implementing strategies to enhance customer service and satisfaction. Collaborating with internal departments to address customer concerns effectively. Leading, mentoring, and motivating the contact centre team to achieve performance goals. Lead all agents to achieve the pre‑agreed monthly KPI Conducting line training, e.g., selling skill, system, soft skill training to frontline Monitoring and controlling staff activities via CMS system to maintain the service level Monitoring call via NICE system to ensure staff are compiling to the quality standard Manage demanding customer and complaints Providing customer feedback to Marketing and Program Planning Team periodically Ensuring compliance with company policies and regulatory requirements. Identifying opportunities for process improvements and implementing innovative solutions. Profile Demonstrated leadership and team management expertise , driving high-performing teams to achieve operational excellence. Proven track record in customer service operations within the Technology & Telecoms sector , ensuring superior client satisfaction. Exceptional communication and problem‑solving skills , adept at resolving complex challenges efficiently. Skilled in data analysis and translating insights into actionable strategies that enhance performance and customer experience. Strong customer‑centric mindset , committed to delivering service excellence and continuous improvement. Well‑versed in industry regulations and compliance standards , ensuring adherence and risk mitigation. Flexible and mobile , with the ability to relocate or travel to Guangzhou (GZ) and Shenzhen (SZ) as required. Bachelor's degree in Business Administration, Management, or a related field. Minimum 10 years of progressive experience in call centre operations. At least 5 years of experience in a management or leadership role within a call centre environment. Exceptional leadership, people management, and team‑building skills. Excellent communication, interpersonal, and presentation skills. Job Offer Strong analytical and problem‑solving abilities, with a data‑driven approach to decision‑making. Demonstrated business acumen and a results‑oriented mindset. Proficiency in workforce management systems and call centre analytic tools. Opportunities for career growth within a large organisation in the Technology & Telecoms sector. Competitive annual package and benefits To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Anthea Cheung . #J-18808-Ljbffr