AVP, Teleservice Team Lead

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China OCBC Full time

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.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Banking

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