Contact Center Manager, Mobile Hotline(Customer Service)

HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sale, outsourcing, consulting, and contact centers.

Together with the highly successful media business of its parent company, PCCW Limited, HKT offers innovative media content and services across the PCCW Group’s unique quadruple-play platforms – fixed-line, broadband Internet access, TV and mobile.

Date Posted: Aug 31, 2020|Closing Posted: Sep 30, 2020
Job Location: Hong Kong
Job Description:

Your role

  • Coach, mentor, and motivate the skilled customer service professionals in providing a consistent and high quality customer services.
  • Coordinate recruitment and ensure the resources allocated are best utilized in meeting respective service level, KPIs and sales targets.
  • Contribute to the creation and subsequently drive the implementation of career development plan within Customer Relationship Management Department.
  • Foster sales/service culture and customer focused attitude within the Contact Centre.
  • Partner with key stakeholders to plan, develop, implement and review the policies, guidelines and procedures to ensure best practice within the Contact Centre.
  • Review, analyze and recommend strategies to drive the performance of Contact Centre.
  • Communicate and provide ongoing regular updates to management on operational issues and impacts, opportunities for improvement and action plans to drive results and performance.

To succeed in this role

  • Degree holder with 5 years of Contact Centre management experience.
  • Telco and banking experience is an advantage.
  • Demonstrated ability to develop, implement and review policies and procedures for a service delivery environment.
  • Proven leadership skills, with the ability to coach and mentor people
  • Demonstrated ability to think critically and analytically.
  • Excellent organization, planning and communication skills.
  • Ability to build and maintain productive working relationships at all levels.
  • Ability to demonstrate flexibility and resiliency in the face of changing work requirement.
  • Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholders.
Application Methods:

If you wish to have an exciting and rewarding career, send us your CV via the following methods.

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies (, a copy of which will be provided immediately upon request.