Contact Centre Operations Manager

This role oversees daily contact centre operations, with a primary focus on managing the offshore hotline that supports Hong Kong Contact Centre performance outcomes.

Hotline Services Management:

• Support day-to-day management of hotline services, focusing on offshore service delivery supporting Hong Kong Contact Centre.
• Ensure offshore hotline service delivery meets overall Contact Centre KPIs, including service level, quality, productivity, tNPS, and customer satisfaction.
• Foster a strong performance, accountability, and customer-centric culture with offshore management.
• Act as operational escalation point for service, people, and performance-related issues.

Service Quality, Training & Performance Management:

• Oversee service quality management for offshore hotline services, including QA frameworks and monitoring.
• Ensure offshore training, coaching, and knowledge management align with Hong Kong service requirements.
• Review and analyse offshore performance data to drive improvement plans.

Complaint Handling & Escalation Oversight:

• Provide oversight of customer complaints handled by offshore hotline teams.
• Act as escalation point for complex or sensitive complaint cases.
• Monitor complaint trends and identify root causes.

Cross-Functional Collaboration:

• Collaborate with business, marketing, and project teams to support new initiatives.
• Partner with stakeholders to assess operational readiness for new initiatives.

Strategic Planning & Continuous Improvement:

• Contribute to contact centre strategy and medium- to long-term planning.
• Identify opportunities to enhance efficiency, service quality, and customer experience.

Required Qualifications & Experience:

• University degree in Business Administration, Finance, Management, or a related discipline.
• Minimum 10 years of customer service or contact centre experience, preferably within insurance/financial services.
• At least 5 years in a senior management or leadership role overseeing contact centre operations.
• Proven track record in contact centre management, including offshore or outsourced teams.
• Strong experience in risk management, compliance governance, and operational controls.