Head of Call Center

Responsibilities

Responsible for the overall management and operation of the customer service unit, including the development and implementation of customer service procedures and standard, strategic cost management, operational efficiency and operational risks, supervision and training of customer service staff, monitoring and evaluation of customer service performance
Oversee and manage customer feedback and complaints to ensure speedy service recovery, investigation conducted in a fair, timely and customer-oriented manner.
Drive digitization to reduce call demand and increase customer self-serve via digital platforms.
Drive process improvements to achieve operational efficiency and minimize operational risks.

Requirements

Cantonese/Mandarin is MANDATORY for this role
10 years of experience in a management role from customer / call centre in banking environment
Strong change management and digital transformation mindset
Independent, proactive, self-motivated and strong risk control mindset
Strong leadership, communication, presentation and interpersonal skills

If you are interested in finding out more about this career opportunity, please email your resume to Wanny Soh, wannysoh@puresearch.com

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