Engagement Centre Manager
- Premium
- 2 - 5 Years
- Hong Kong
- 5 years ago
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Job Description
Job Responsibilities- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost as well as benefit analyses.
- Participate in the annual budgeting process and business plan development to ensure the smooth operation of the Food & Beverage outlet operations.
- Create monthly forecast and planning of operating staff and cost expenditures to correspond to forecasted sales and costs.
- Capability of identifying and evaluating contact center and customer engagement technologies; defining user requirements; establishing technical specifications, and production,
- Highly flexible with a strong commitment to a deadline-oriented environment
- Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM and telephony systems
- Manage recruitment, training, development, induction, and coaching strategy across all departments of contact center operations
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems
- Managing system and process improvement and quality assurance programs.
- Develop plans and offer insight and knowledge on the use of new tools and technologies including Telephony, CRM, and other systems used within the Contact Center to create an efficient and effective operation.
- Provide strategic leadership and management of a robust Contact Center.
- Work closely with senior management to develop and implement business strategies and goals with respect to referrals, upgrades and customer self-service options.
- Recommend system enhancements, programs and projects to improve productivity, efficiency, cost management and overall performance of the call center.
- Collaborate to prepare plans, meet budget goals, cost & volumes, and provide weekly /monthly reporting for Senior Management on progress toward goal attainment and initiative results.
- Recruit, develop, mentor, and retain a high-performing & highly engaged call center team.
- Effective analytical skills, including a working knowledge of financial statement analysis, staffing models, scheduling and telecommunications.
- Excellent written and verbal communications, leadership and organizational skills.
- Dynamic leadership and interpersonal skills, including coaching, facilitation and conflict resolution.
- Experience successfully managing transformations related to changes in technology, processes and policies.
- Full understanding of the Crisis Management Manual and Business Continuity Plan. Ability to train colleagues on these policies apart from conducting drills.
- Experience in managing social media replies with use of social listening tools.
Job Requirements
- Experience in setting up a Contact Centre, setting targets and developing work processes
- Previous experience in call center environment in a sales and reservations environment
- Experience with online reputation management system / social listening.
- 2 years in a management leadership role in an international contact center environment.
- Project Management experience in setting up a Contact Center for a hospitality services organization would be an advantage.
- Technical knowledge of systems and interfaces integration would be an advantage.
- Experience working in a sales-driven, customer-centric organization
- Experience in managing and leading multiple products and stakeholders
- Data-driven and strong analytical numbers experience
- Good command of English language and local dialects.
Employement Category:
Employement Type: Full timeIndustry: AirlinesFunctional Area: Customer ServiceRole Category: Manager - Service DeliveryRole/Responsibilies: Engagement Centre ManagerContact Details:
Company: Plaza Premium LoungeLocation(s): Hong Kong+ View Contact
Keyskills: Call Center Call Center Representative Call Centre
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Premium
Headquartered in Hong Kong, Plaza Premium Group is the pioneer and industry leader in providing Premium Airport Services in over 160 locations of 37 international airports across Asia, Australasia, Europe, North America, South America and the Middle East, with a collective goal of ‘enhancing y...
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