Assistant Manager, Customer Service Centre

Job Description

• Act a champion to ensure call centre performance meets standards of desired Customer Experience
• Responsible for ensuring that all Customer Services activities are managed within pre-defined KPI
• Identify opportunities for ongoing service improvement within customer service including enhancements of workflow, SOP & systems
• Lead, manage and motive the Call Centre to deliver best in class service, meeting or exceeding all KPIs and within budget
• Partner with key stakeholders to plan, develop, implement, and review the policies, guidelines and procedures to ensure best practice within the Customer Service Team
• Conduct regular review of all call centre agent’s performance and organize training sessions for under performers
• Demonstrate knowledge of management principles and familiarity with company products, services, and policies
• Given the management of sensitive data, to maintain confidentiality and observe data protection and associated guidelines where appropriate
• Prepare statistical reports and performance summaries for management review
• Lead the teams in multiple locations ensuring the relevant travel and customer contact tasks are carried out to a high standard and completed within service level agreements (SLAs)

Requirements

• Bachelor’s degree holder or above in Business or related discipline
• Strong background in call centres with minimum 5 years relevant experience in client service of Medical field and over 1 years in managerial role
• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations
• Strong coaching and leadership skills, ability to motivate employees
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Good command of both spoken and written English, Chinese language (Cantonese and Mandarin)

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.