Process Analysis Manager, call center operation

About Your Role:

• Cooperate with Training and Quality Assurance team to ensure a high quality in call centre service in both Hong Kong & GuangZhou

• Oversee administrative functions and provide backend support to the frontline operations teams.

• Manage and analyse call centre operational data, identify improvement plans, and execute designed solutions.

• Ensure the proper operational processes in call centre are in place, staff are acting in accordance with defined procedure with high performance level.

• Integrate different sets of call centre operation data and transform to concrete strategy

• Offer coaching and training to drive for exceptional service quality and customer satisfaction .

• Conduct in-depth quality analysis and prepare comprehensive reports for senior management.

• Occasional travel to GuangZhou centre to align the operation between Hong Kong and China

About You:

• 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 strategic implementation and backend operational support

• Sensitive to number and with good data analytical skill

• Proficient in both English and Chinese, with strong written and verbal communication abilities

About HKT Teleservices

HKT Teleservices, a subsidiary of PCCW Limited and an operating entity since 1998, is a renowned leader in the business process outsourcing (BPO) industry. Our expertise encompasses a comprehensive range of voice and non-voice customer experience solutions, earning us prestigious accolades.

With a global presence, we operate 24-hour, multi-channel customer care centers in Hong Kong and Mainland China, including Guangzhou, Shanghai, Beijing, Chongqing, Yongchuan, and Xian. Our expansive network allows us to cater to clients worldwide, delivering exceptional services and support.

At HKT Teleservices, we specialize in providing innovative digital customer experience (CX) solutions. Leveraging cutting-edge technology and a highly skilled workforce, we offer support in multiple languages, covering over half of the world's population.

With our unwavering commitment to excellence, we strive to transform customer interactions, exceed expectations, and drive business growth for our esteemed clients. Partner with us to unleash the full potential of your customer experience strategy and gain a competitive edge in today's dynamic marketplace.

Website: https://www.hktteleservices.com/