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About the role
- Driving digital transformation initiatives and utilizing data analytics to evaluate and improve business operations.
- Manage and analyse call centre operational data, identify improvement plans and execute designed solutions.
- Facilitate requirement collection, analysis, management and communication/ negotiation with internal and external stakeholders to facilitate Process Improvement
- Ensure the proper operational processes in call centre are in place, staff are acting in accordance with defined procedure with high performance level.
- Conduct in-depth quality analysis and prepare comprehensive operational and management reports for senior management in order to support decision making and to fulfill regulatory requirements.
- Provide backend analytical and reporting support to the frontline operations teams
- University graduate or at least diploma level with call centre experience.
- Over 5 years of experience in call centre operations and preferred with management experience.
- Expertise at Process Improvement, System Enhancement and Backend Operational Support.
- Have excellent analytical mindset and the ability to integrate different sets of call centre operation data and transform to concrete strategy.
- Able to implement the designed strategy into precise policy and effective solution.
- Experience in Report preparation, data analysis and control procedures would be an advantage.
- Strong execution power to carry out new and enhanced business flow.
- Proficient in Microsoft Office applications.
- Proficiency in VBA and sophisticated Excel skills would be an advantage.
- Fluent in Cantonese, Mandarin and English (both verbal and written).
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