職責
(a) 管理電話中心的營運,及檢討與參與部門合作的模式;
(b) 監督投訴及未解決個案的處理,及就提升服務質素進行檢討;
(c) 按電話中心的營運,檢討服務表現的測量方法及指標;
(d) 監督中心各級別員工的培訓及發展;及
(e) 或須輪班,包括通宵班及在星期六、日或公眾假期期間不定時工作,亦須在惡劣天氣(包括颱風及黑色暴雨)期間工作。
主要工作地點:油麻地及葵涌。
(a) to manage the operations of the call centre and review the mode of co-operation with all participating departments;
(b) to oversee complaint and unresolved cases handling and conduct review for service quality enhancement;
(c) to review performance measurement and targets in the light of the operations of the call centre;
(d) to oversee training and development of centre staff at all levels; and
(e) may be required to work on shifts, including overnight shifts, and irregular hours during weekdays as well as public holidays, and in inclement weather such as during typhoon and black rainstorm.
Main Working Location: Yaumatei and Kwai Chung.
入職條件
(a)(i) 持本港大學學位,或同等學歷,並具備六年電話中心工作的經驗,其中最少兩年任管理職位;或(ii) 在香港中學文憑考試五科包括中國語文科和英國語文科考獲第2級或同等或以上成績[註1];或在香港中學會考五科包括中國語文科和英國語文科考獲第2級/E級或以上成績[註2],或同等學歷;並具備八年電話中心工作的經驗,其中最少三年任管理職位;
(b) 良好領導、溝通及員工管理技巧;
(c) 良好中文(廣東話及普通話)及英文書寫及會話溝通技巧;及
(d) 熟悉電腦操作。
(a)(i) a Hong Kong degree, or equivalent, plus 6 years of working experience in call centre, of which at least 2 years should be at managerial level; or (ii) Level 2 or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or Level 2 / Grade E or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent, plus 8 years of working experience in call centre, of which 3 years should be at managerial level;
(b) good leadership, communication and staff management skills;
(c) good command of written and spoken Chinese (Cantonese and Putonghua) and English; and
(d) familiarity with PC applications.
入職條件(註)
1. 香港中學文憑考試應用學習科目(最多計算兩科)「達標並表現優異」成績,以及其他語言科目C級成績,會被視為相等於新高中科目第3級成績;香港中學文憑考試應用學習科目(最多計算兩科)「達標」成績,以及其他語言科目E級成績,會被視為相等於新高中科目第2級成績。
2. 2007年前的香港中學會考中國語文科和英國語文科(課程乙) C級及E級成績,在行政上會分別被視為等同2007年或之後香港中學會考中國語文科和英國語文科第3級和第2級成績。