Key Responsibilities

• Lead and support inbound and outbound call centre teams to ensure operational excellence and customer satisfaction

• Oversee and coordinate manual procedures across operations teams, ensuring accuracy and compliance

• Manage complex and time-sensitive customer reporting requests with precision and efficiency

• Develop and standardize reporting formats, including performance dashboards for senior management

• Monitor team performance metrics and uphold high service quality standards

• Identify and implement operational improvements to streamline reporting and enhance productivity

• Serve as a strategic liaison between management and frontline staff to ensure alignment of goals and communication

• Ensure accurate synchronization of overtime allowances with ACATS and internal systems

Qualifications & Experience

• University graduate in any discipline advanced degree or professional certification is an advantage

• Minimum 3 years of experience in a senior leadership or supervisory role within a call centre or operations environment

• Strong communication skills in Cantonese, Mandarin, and English

• Excellent time-management, analytical, and problem-solving abilities

• Proven success in managing high-volume, fast-paced operational teams

• Advanced proficiency in Microsoft Office Suite, especially Excel (pivot tables, formulas), Word, and PowerPoint