Contact Centre Head
3 days ago
AVP, Talent Acquisition @ PCCW & HKT | HR Policies, Strategic Sourcing We are seeking a highly experienced and results-oriented leader to serve as Contact Centre Head for our eMPF business. Reporting to the Head of Business, you will play a critical role in the overall management and strategic direction of our call centre operations, ensuring exceptional service delivery and operational efficiency. You will be responsible for driving service improvements, optimizing resource allocation, and fostering a high-performing team. This is a key leadership position within our organization, offering the opportunity to make a significant impact on our member experience. 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. #J-18808-Ljbffr
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Quality Assurance Manager
3 days ago
Kowloon, Hong Kong SAR China Hang Seng Bank Ltd Full timeQuality Assurance Manager (Customer Contact Centre) Hang Seng Bank’s Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. We are seeking high‑calibre professionals to join our team as Quality Assurance Manager, reporting to the Head of Customer Experience and responsible for driving the centre’s...
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Quality Assurance Manager
1 day ago
Kowloon, Hong Kong SAR China Hang Seng Bank Full timeQuality Assurance Manager (Customer Contact Centre) 1 day ago Be among the first 25 applicants In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed. Some Careers Have More Impact Than Others. If you’re looking for a career...
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Quality Assurance Manager
1 day ago
Kowloon, Hong Kong SAR China HSBC Full timeIn compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed. Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be....
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Kowloon, Hong Kong SAR China DBS Bank Full timeA leading financial institution in Hong Kong is looking for an Officer, Specialist in their Contact Centre for Consumer Banking. This full-time role involves providing comprehensive customer service and support across various channels. Candidates should have a customer-focused mindset, good communication skills, and preferably experience in the banking...
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Kowloon, Hong Kong SAR China DBS Bank Full timeOfficer, Specialist, Contact Centre, Consumer Banking Join to apply for the Officer, Specialist, Contact Centre, Consumer Banking role at DBS Bank Business Function Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology,...
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Senior Public Engagement
5 days ago
Kowloon, Hong Kong SAR China West Kowloon Cultural District Authority Full timeA cultural organization in Hong Kong seeks a Senior External Affairs Officer for their Contact Centre. The role involves managing a customer service team, maintaining service quality, and enhancing public engagement. Candidates should possess a relevant degree, have at least 3 years of customer service experience, and excel in both English and Chinese. The...
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Kowloon, Hong Kong SAR China DBS Full timeOfficer, Specialist, Contact Centre, Consumer Banking (WD79621) Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and...
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Kowloon, Hong Kong SAR China DBS Full timeJob Title Associate (Sub Team Lead), Specialist, Contact Centre, Consumer Banking (WD76827) Business Function Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the...
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Customer Experience Specialist
3 days ago
Kowloon, Hong Kong SAR China DBS Full timeA leading financial institution in Hong Kong is seeking a Senior Officer for its Contact Centre. This role focuses on providing outstanding customer service across various channels, including phone calls, emails, and chat. Candidates should have at least a post-secondary education, communication flair, and experience in the banking or call center industry....
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Director of Contact Centre Operations
3 days ago
Kowloon, Hong Kong SAR China HKT Full timeA leading telecommunications provider in Hong Kong is seeking a highly experienced AVP, Talent Acquisition to lead operational management for our call centre. This pivotal role requires at least 10 years of experience in call centre operations, with 5 years in leadership. Candidates must possess strong people management and analytical skills, along with...
