东莞招聘

· Plan and direct and control the customer contact centre functions in handling inbound and outbound calls relating to general enquiries, account maintenance requests from banking customers and Internet banking services as well as telesales activities.

· Maximize the resource utilization across different customer contact centres to ensure the effectiveness of the emerging strategies.

· Implement business strategies to ensure maximum profitability and quality service, and deliver strategic and operating objectives.

· Ensure all resources are deployed effectively across different customer contact centres to achieve a set of agreed performance measures defined in the Service Level Agreement.

· Facilitate training and development opportunities to staff in order to build up their phone sales skills.

· Plan and control day to day operations of all the inbound call centre functions as well as outbound calls to ensure service standards are maintained while balancing potential operational risks.

· Handle serious customer complaints to reach customer satisfaction through management by exceptions while complying with Bank and external regulatory requirements. Make use of customer feedback and complaint cases to improve customer satisfaction.

· Encourage good communication amongst all levels of staff, conduct regular meeting, coaching, and counseling. Identify training needs and effectively apply the appraisal system, and consequently maintain a satisfactory level of attrition.

· Ensure the migration progress is adhered to schedules and positive feedback is received from business units for the smooth transition.

· Obtain legal clearance where necessary and develop / review control mechanism to reduce business risks.

· Developing operation plans which identify the operational resource required to meet projected volume
· Analyzing resource requirements, and monitoring overheads.
· Working on different shifts to observe and ensure the centre is operated as one standard in different schedules.
· Regular liaison meetings/contacts with counterparts for best practice sharing
· Continuously monitoring & supervising performance in the section, identifying potential problems & implementing remedial measures.
· Providing guidance and support to staff in handling customer complaint and meeting the customer satisfaction
· Developing subordinates through coaching, training and motivation, setting up standards and guidelines for their adherence.
· Effectively using the relevant appraisal/assessment systems, setting targets, providing regular guidance and counseling to subordinates
· Effective communication and regular liaison with various related departments of the Bank (e.g. Card Business Unit, Phone Banking, Marketing, Branches etc.)
· Ensuring the relevant requirements are communicated and well understood by staff, and by monitoring/maintaining the risk in line with the laid down compliance and policy.
· Implementing internal and external audit points together with any issues raised by external regulators in timely fashion.

· Degree holder (BA) or (BS);

· Five to ten years experience in a processing or call centre environment;

· Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI report;

· Excellent communication skills, both verbal and written in English. Good mastery of Cantonese and Putonghua is preferred;

· Excellent in people management and team building skills and proven ability to lead a workforce of over 300 persons.