•  Manage HK hotline teams & coordinate offshore centers in daily operation to ensure accurate ordering & completion of customer request cases that meet KPIs & financial objectives
• Maintain roster schedule & agent productivity to ensure adequate manpower for business needs 
• Accomplish people development including recruitment, orientation, training, job assignment & coaching, counseling & disciplining agents with call monitoring & regular performance review to enforce policies & procedures and quality assurance
• Monitor contact center system performance & improve operation efficiency with system & process adjustments; perform user acceptance tests for installation upgrades, system audits & coordinate business continuity plans & executions
• Provide accurate & timely reporting of daily performance with trend & issue analysis & forecast to Head of CS and the management
• Keep abreast of professional & technical knowledge by tracking emerging trends in contact center technologies & state-of-the-art practices with active participation in the deployment of various platforms CRM, chat & integration of contact center system & Oracle Cloud
• Assist Head of CS in the formulation & update of CS policies, guidelines & SOPs with write-up of templates & scripts

Job Requirements

• Degree holder in business related discipline
• Over 5 years in managerial role of call center function with experience of managing team of 10+ in offshore center
• Solid background in customer acquisition, re-engagement & retention
• Able to work independently under pressure & priorities multiple tasks
• Energetic, well-organized, self-motivated, analytical mind & result oriented
• Excellent written and spoken English and Chinese
• Hands-on skills in MS Excel, Word & PowerPoint and Chinese Word Processing
• Good communication,presentation and interpersonal skill

We offer competitive salary, discretionary performance bonus, medical and retirement benefits, free company coach services and excellent career prospects. Please send your resume together with salary expectation by mail or email to:

The Human Resources Department, A.S. Watson Industries

6 Dai Li Street, Tai Po Industrial Estate, Tai Po, New Territories.

For more information, please visit our website at www.aswatson.com

We are an equal opportunity employer. The information provided will be treated in strict confidence and only be used for consideration of application for similar posts within the A.S. Watson Group of Companies.

Applicants not hearing from us within 6 weeks from the date of advertisement may consider their application unsuccessful.  All personal data of unsuccessful applicants will be destroyed within 12 months.

All information collected is for recruitment purpose only.