东莞招聘

To assist Call Center Manager to manage the call center operation by meeting the quality, performance, productivity and costs control objectives of client project. Oversee the implementation and operation of customer service enquiry, and telesales / telemarketing services as required.

· To plan, manage and control the operations of Call Center of client project, so as to achieve the service and cost targets in an efficient and effective manner

· To ensure Call Centre resources are best utilized in meeting the service targets

· To manage the overall quality, performance, and productivity

· To design and develop best-in-class work procedures and practices and ensure that they are well-implemented

· To proactively plan for any potential threats and crisis and exercise preventive actions in order to maintain smooth operation

• To analyze and identify issues from customers complaints and implement plan to improve customer satisfaction
• To coordinate between PCCW operations and the clients during implementation to ensure that communications essential to a successful implementation to ensure that communications essential to a successful implementation are in place between client and internal system, training, team leader etc

· To develop a highly motivated, productive and professional customer service team with appropriate reward system and career progression plan

· To foster service-oriented culture and maintain ambience within call centre

· To set up Key Performance Indicators with relevant parties and ensure its proper execution

· To measure customer satisfaction regularly and ensure those standards are being met

· To prepare all necessary reports to reflect the call centre utilization, service level achievements, and quality level achievements

· To recruit, train up call centre personnel & effectively manage staff turnover and foster good team spirit

· Degree holder with at least 5 years’ experience in contact center industry and 3 years in managerial position.

· Good leadership and people management skill

· Good team building and interpersonal skills with ability to communicate effectively with people of all levels, and of different cultures

· Willing to work in a dynamic environment and accept new idea

· Good working knowledge of project planning / management tools.

· Highly self-motivated and result-oriented, with problem solving skills.

· Good interpersonal as well as communication and presentation skills.

· Good command of spoken and written English and Chinese.

· Skill in MS office tools, i.e. Work, Excel, PowerPoint and etc…

香港电讯是香港首屈一指的电讯服务供应商，提供广泛的服务以满足全港市民、本地及国际商界的需要，包括本地电话、本地数据及宽频、国际电讯、流动通讯，以及客户器材销售、外判服务、顾问服务及客户联系中心等其他电讯服务。
香港电讯联同母公司电讯盈科有限公司旗下非常成功的媒体业务，透过电讯盈科集团独有的[四网合一]平台，提供一系列跨越固网、宽频互联网、电视及流动通讯四个平台的创新媒体内容及服务。
香港电讯以香港为总部，共聘用约23000名员工，业务据点遍及内地及世界其他国家及地区。