AVP, Teleservice Team Lead
3 days ago
This position requires overseeing the daily operations of the contact centre, ensuring that customer service standards are met and exceeded. This role involves managing a team of customer service representatives, developing strategies to improve customer satisfaction, and collaborating with other departments to enhance service delivery.
Main Responsibilities:
- Lead and supervise team to ensure smooth operation and effective people management (shift may be required).
- Support group initiatives and achieve the Group Target Operation Model for Contact Centre.
- Develop working procedures and controls to ensure the team meets internal control guidelines and audit requirements.
- Identify and drive process improvement areas to streamline processes and enhance customer experience.
- Manage customer complaints and resolve issues promptly.
- Recommend new ideas and technology, such as chatbot and live chat, and drive the Department to achieve business targets.
- Coach and motivate team members to excel their potential.
Requirements:
- Bachelor's Degree or above.
- HKSI Type 1 RA (preferred).
- 8 - 10 years of Contact Centre supervisory and team management experience in banking and credit card contact centers.
- Proficient in MS Office applications including Chinese word processing.
- Knowledge of data analytic tools, Telephony Systems, and Omni Channel.
- Excellent communication and writing skills in English, Cantonese, and Putonghua.
- Knowledge of relevant technology, regulations, and standards.
- Detail-oriented and attentive.
- Strong project management, service transformation, and problem-solving skills.
- Good team management and coaching skills.
Mid-Senior level
Employment TypeFull-time
Job FunctionCustomer Service
IndustriesBanking
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