Team Leader - Contact Centre (eMPF program)

To lead and supervise a team of Customer Service team to deliver quality services to guests.

Responsibilities:

• Provide daily direction and communication to ensure a team of staff so that Customer Service Calls/Emails/Chats are answered in a timely, efficient and knowledgeable manner.
• Provide communication and follow up to ensure a team of staff are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions.
• Responsible for driving goals for individuals and contact center results, identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Provide continual evaluation of processes, procedures and responsible for suggesting methods to improve area operations, efficiency and service to both internal and external guest/client.
• Provide performance feedback and coaching on a regular basis to each team member.
• Prepare daily/weekly/monthly operation reports
• Prepare roster schedule to meet operations needs

Requirements:

• Form 5 graduate or above with a minimum of 3 years’ relevant working experience in contact center
• Strong leadership skills with ability to drive performance management.
• Ability to maintain the highest level of confidentiality, follow directions and apply proper policies, procedures and guidelines
• Good command of spoken English, Cantonese and Mandarin, and written English and Traditional Chinese
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
• Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment
• Knowledge of MS word , Excel and PowerPoint will be an advantage

Work Location：Tsuen Wan

Work Schedules:

• Mon-Fri   09:00 - 19:00 (8.5 hours / shift)
• Sat         09:00 - 13:00 (長短週)

全職同事可享以下福利待遇 :

• 14天有薪年假
• 生日假
• 員工介紹獎金 
• 完善在職培訓
• 免費醫療福利包括門診及住院保障
• 電訊及其他産品員工折扣優惠