Head of Call Center

Responsibilities

• Provide strategic direction and leadership for the call center team, setting performance goals and KPIs
• Develop and implement call center policies, procedures, and quality assurance measures to maintain high service standards
• Monitor call center metrics, such as average handle time, first call resolution, and customer satisfaction, and implement corrective actions as needed
• Collaborate with other departments (IT, Operations, Customer Experience) to identify and resolve customer pain points and optimize the call center's functionality
• Manage and oversee the recruitment, training, and development of call center agents to build a skilled and motivated workforce

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field
• Minimum 10 years of experience in call center operation, preferably in the banking or financial services industry
• Fluency in English and Cantonese, with proficiency in Mandarin an advantage

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