Your new company:

Our client is a leading e-commerce platform. They are looking for a Contact Centre Operation Manager, you will be responsible for overseeing the daily operations of contact centre, ensuring the highest level of customer service is provided to the valued clientele.

Your new role:

• Develop and implement operational strategies to achieve the highest level of customer service and satisfaction, while meeting business objectives and KPIs
• Develop objectives and KPIs for the contact centre’s day-to-day activities
• Oversee workflow management; review, track and oversee numbers and performance of teams
• Evaluating and improving contact centre operations by developing new policies and procedures, conducting audits, and making recommendations for change
• Prepares contact centre performance reports by collecting and analysing call agents’ data
• Collaborate with management team to assess and address their evolving needs, ensuring their satisfaction with the quality of service provided by your team

What you need to succeed:

• Minimum of 8 years of experience in a similar role, preferably in retail/ e-commerce/ hospitality industry
• Strong leadership and people management skills, with a proven track record of leading high-performing teams
• Excellent communication skills, with the ability to liaise effectively with clients, stakeholders, and team members at all levels
• Strong analytical skills, with the ability to analyse data, identify trends, and make informed decisions to drive service performance

What you will get in return:

• Competitive salary and benefits package
• Opportunity to work with a leading e-commerce firm and provide exceptional customer service to their valued clientele
• Career growth and development opportunities within a dynamic and growing organisation
• Exceptional career support and overseas training
• Dynamic work environment, great company culture

What you need to do now

If you're interested in this role, click 'apply now'. For more information on this role or to find out more opportunities in Customer Service, feel free to contact Posey Ho via Posey.Ho@hays.com.hk