Job DescriptionAct a champion to ensure call center performance meets standards of desired Customer ExperienceResponsible for ensuring that all Customer Services activities are managed within pre-defined KPIIdentify opportunities for ongoing service improvement within customer service including enhancements of workflow, SOP & systemsLead, manage and motive the Call Centre to deliver best in class service, meeting or exceeding all KPIs and within budgetPartner with key stakeholders to plan, develop, implement, and review the policies, guidelines and procedures to ensure best practice within the Customer Service TeamConduct regular review of all call center agent’s performance and organize training sessions for under performersDemonstrate knowledge of management principles and familiarity with company products, services, and policiesGiven the management of sensitive data, to maintain confidentiality and observe data protection and associated guidelines where appropriatePrepare statistical reports and performance summaries for management reviewLead 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)RequirementsBachelor’s degree holder or above in Business or related disciplineStrong background in call centers with minimum 5 years relevant experience in client service of medical field and over 1 years in managerial roleAbility to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situationsStrong coaching and leadership skills, ability to motivate employeesProficiency 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.
