Job Description
 

• Act a champion to ensure call center performance meets standards of desired Customer Experience

• Responsible for ensuring that all Customer Services activities are managed within pre-defined KPI

• Identify opportunities for ongoing service improvement within customer service including enhancements of workflow, SOP & systems

• Lead, manage and motive the Call Centre to deliver best in class service, meeting or exceeding all KPIs and within budget

• Partner with key stakeholders to plan, develop, implement, and review the policies, guidelines and procedures to ensure best practice within the Customer Service Team

• Conduct regular review of all call center agent’s performance and organize training sessions for under performers

• Demonstrate knowledge of management principles and familiarity with company products, services, and policies

• Given the management of sensitive data, to maintain confidentiality and observe data protection and associated guidelines where appropriate

• Prepare statistical reports and performance summaries for management review

• Lead 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)

Requirements

• Bachelor’s degree holder or above in Business or related discipline

• Strong background in call centers with minimum 5 years relevant experience in client service of medical field and over 1 years in managerial role

• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations

• Strong coaching and leadership skills, ability to motivate employees

• Proficiency with necessary technology, including computers, software applications, phone systems, etc.

• Good command of both spoken and written English, Chinese language (Cantonese and Mandarin)