Assistant Manager (Contact Centre)

An Assistant Manager (Contact Centre) is deployed to the 1823 Contact Centre to perform tasks relating to one or a combination of the following functional areas – (a) to assist in managing the complaint handling of the centre; and conduct reviews for service quality enhancement, including planning and implementation of improvement measures; (b) to assist in managing the centre’s daily operation; (c) to lead, supervise and coach teams of frontline staff to achieve performance targets; (d) to assist in handling and monitoring inter-departmental complaints received from different channels and to liaise with relevant government bureaux/departments on complaint handling; (e) to establish and implement the training plan for staff in the call centre/contact centre, and to assure and improve the quality of training courses; (f) to manage and to conduct the staff training, including knowledge related to the services, customer service skill and computer system operation; (g) to establish and implement the telephone enquiry quality management system; and (h) to provide appropriate counseling for staff to assure the quality. The job holder may be required to work overnight on Saturdays, Sundays, public holidays and irregular hours, and in inclement weather such as during typhoons and black rainstorms. Successful candidate may be required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.