To lead and supervise a team of Customer Service team to deliver quality services to guests. Responsibilities Provide daily direction and communication to ensure a team of staff so that Customer Sales/Service Calls/Emails/Chats are answered in a timely, efficient and knowledgeable manner. Provide communication and follow up to ensure a team of staff are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions. Responsible for driving goals for individual team and contact center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Provide continual evaluation of processes and procedures and responsible for suggesting methods to improve area operations, efficiency and service to both internal and external guest/client. Provide performance feedback and coaching on a regular basis to each team member. Prepare daily/weekly/monthly operation reports Prepare roster schedule to meet operations needs Requirements Form 5 graduate or above with a minimum of 3 years’ relevant working experience in contact center Strong leadership skills with ability to drive performance management. Ability to maintain the highest level of confidentiality, follow directions and apply proper policies, procedures and guidelines Good command of spoken English, Cantonese and Mandarin, and written English and Traditional Chinese Ability to meet or exceed business goals and objectives, while fostering a team atmosphere. Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment Knowledge of MS word , Excel and Power Point will be an advantage
