Assistant Manager, Contact CenterApply locations Hong Kong time type Full time posted on Posted 3 Days Ago job requisition id JR2405862Job DescriptionResponsible for the day-to-day supervision of a team of customer service representatives at a Contact Center that handle customer inquiries via various channels (telephone, e-mail, web etc.
)Provides direction and guidance to the team members and recognizes and recommends areas for improvementCoordinates work activities to achieve the volume expected to meet operational requirementsResponsible for the adherence of organizational policies and proceduresResponsible for service delivery against agreed SLA's and Metrics, including reporting requirementsUndertake business projects and initiatives, when requiredStakeholder management across various business functions to ensure campaigns, resourcing, training, partners etc., activities are all alignedJob RequirementsBachelor degree with over 3 years' experience in insurance/financial services industry and/or call center with strong focus on customer serviceProven leadership skills in managing and developing a team of customer service representativesPossess a growth and transformation mindset with proven track record of driving change and delivering high quality customer serviceStrong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior managementGood analytical and problem-solving abilities with strong attention to detailQualified license of IIQE 1 and 2 is a plusProficient in spoken & written English & Chinese, including Putonghua
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