Assistant Manager, Contact CenterApply locations Hong Kong time type Full time posted on Posted 3 Days Ago job requisition id JR2405862
Job Description Responsible 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.
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Provides direction and guidance to the team members and recognizes and recommends areas for improvement
Coordinates work activities to achieve the volume expected to meet operational requirements
Responsible for the adherence of organizational policies and procedures
Responsible for service delivery against agreed SLA's and Metrics, including reporting requirements
Undertake business projects and initiatives, when required
Stakeholder management across various business functions to ensure campaigns, resourcing, training, partners etc., activities are all aligned
Job Requirements Bachelor degree with over 3 years' experience in insurance/financial services industry and/or call center with strong focus on customer service
Proven leadership skills in managing and developing a team of customer service representatives
Possess a growth and transformation mindset with proven track record of driving change and delivering high quality customer service
Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior management
Good analytical and problem-solving abilities with strong attention to detail
Qualified license of IIQE 1 and 2 is a plus
Proficient in spoken & written English & Chinese, including Putonghua
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