Contact Centre Head

3 days ago


Tsuen Wan District, Hong Kong SAR China HKT Full time

Your Role Operational Leadership Assist the Head of Business 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 optimize resource allocation, including workforce planning, traffic forecasting, and scheduling, to meet service level agreements (SLAs). Drive continuous improvement initiatives to enhance service quality, efficiency, and member satisfaction. Ensure seamless integration between front-office and back-office functions. Monitor and control operational costs, identifying opportunities for optimization. Lead, mentor, and develop a high-performing team of call centre professionals. Foster a positive and engaging work environment that promotes employee motivation, growth, and retention. Provide coaching and performance management to ensure individual and team success. Compliance & Reporting Ensure compliance with all relevant MPFA regulations and internal policies. Monitor key performance indicators (KPIs) and generate regular reports on call centre performance. Utilize data and analytics to identify trends, insights, and opportunities for improvement. To Succeed in this Role 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. Proven experience within the trustee/pension industry, with a strong understanding of MPF or eMPF schemes. Exceptional leadership, people management, and team-building skills. Excellent communication, interpersonal, and presentation skills. Strong analytical and problem-solving abilities, with a data‑driven approach to decision‑making. Able to work under stress and high volume of call traffic environment. Demonstrated business acumen and a results‑oriented mindset. Proficiency in workforce management systems and call centre analytics tools. Thorough understanding of MPFA regulations is an advantage. Your application will include the following questions: Which of the following statements best describes your right to work in Hong Kong? What's your expected monthly basic salary? #J-18808-Ljbffr



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