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Assistant Call Center Manager
Associate
2023-02-27
Description
- Manage daily operations of call centre (inbound and outbound team) to ensure excellent client services are delivered
- Analyse and provide valuable insights in identifying trends and establish the key performance measurement of the call centre
- Monitor and advise the handling of difficult/unusual cases as reported, understand client needs and help them with their queries on relevant loan products, services and solutions whenever necessary
- Demonstrate agile and efficient business strategy to meet the sales target and to achieve continuous engagement with clients
- Demonstrate knowledge of supervisory principles and familiarity with company products, services, and policies
- Review company policies and SOPs, implement internal service standard protocol and drive excellent collaboration with various internal parties
- Perform roster assignment to shift-duty staff and ensure the best utilisation of manpower especially in peak seasons
- Provide necessary counselling, coaching and supervision to subordinates, and manage staff performance
- Conduct regular and ad-hoc management reports in terms of data analysis to optimize operations direction and planning
- Be committed to act with the Company’s core values and competency expectations
- Participate and support in any ad-hoc projects as assigned by Management
Requirements
- Tertiary education or above
- Minimum 4 years of relevant working experience with at least 1 year in supervisory level, preferably in banking or money lending industry
- Familiar with the latest mortgage loan lending operations and business models
- Strong business connections with proven track record of success in growing a portfolio
- Strong business acumen with excellent problem solving and data analytical skills
- Detail-oriented and strong in risk management
- Excellent communication, interpersonal and presentation skills
- Excellent command of spoken and written English and Chinese
Benefits
- Attractive remuneration package
- Career progression opportunities
- Medical & Dental insurance
- Birthday leave
- Anniversary leave
- Study leave
- Study subsidy scheme
- Employee property loan / personal loan scheme
- Numerous other staff benefits
https://apply.workable.com/j/E9E57BD3D0Apply Now
title
Assistant Call Center Manager
shortcode
E9E57BD3D0
code
employment_type
Full-time
telecommuting
false
department
Konew Financial Express Limited
url
https://apply.workable.com/j/E9E57BD3D0
shortlink
https://apply.workable.com/j/E9E57BD3D0
application_url
https://apply.workable.com/j/E9E57BD3D0/apply
published_on
2023-02-27
created_at
2023-02-27
country
Hong Kong
city
Central
state
Hong Kong Island
education
High School or equivalent
experience
Associate
function
industry
Financial Services
Description- Manage daily operations of call centre (inbound and outbound team) to ensure excellent client services are delivered
- Analyse and provide valuable insights in identifying trends and establish the key performance measurement of the call centre
- Monitor and advise the handling of difficult/unusual cases as reported, understand client needs and help them with their queries on relevant loan products, services and solutions whenever necessary
- Demonstrate agile and efficient business strategy to meet the sales target and to achieve continuous engagement with clients
- Demonstrate knowledge of supervisory principles and familiarity with company products, services, and policies
- Review company policies and SOPs, implement internal service standard protocol and drive excellent collaboration with various internal parties
- Perform roster assignment to shift-duty staff and ensure the best utilisation of manpower especially in peak seasons
- Provide necessary counselling, coaching and supervision to subordinates, and manage staff performance
- Conduct regular and ad-hoc management reports in terms of data analysis to optimize operations direction and planning
- Be committed to act with the Company’s core values and competency expectations
- Participate and support in any ad-hoc projects as assigned by Management
Requirements
- Tertiary education or above
- Minimum 4 years of relevant working experience with at least 1 year in supervisory level, preferably in banking or money lending industry
- Familiar with the latest mortgage loan lending operations and business models
- Strong business connections with proven track record of success in growing a portfolio
- Strong business acumen with excellent problem solving and data analytical skills
- Detail-oriented and strong in risk management
- Excellent communication, interpersonal and presentation skills
- Excellent command of spoken and written English and Chinese
Benefits
- Attractive remuneration package
- Career progression opportunities
- Medical & Dental insurance
- Birthday leave
- Anniversary leave
- Study leave
- Study subsidy scheme
- Employee property loan / personal loan scheme
- Numerous other staff benefits