(a) to assist in managing the operations of the call centre; (b) to assist in reviewing performance measurement and targets in the light of the operations of the call centre; (c) to monitor complaint and unresolved cases handling performance and assist in conducting review for service quality enhancement; (d) to assist in monitoring case escalation and liaising with Departmental Coordinators; 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

(a)(i) a Hong Kong degree, or equivalent, and 5 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 7 years of working experience in call centre, of which 3 years should be at managerial level; (b) good communication and staff management skills; (c) good command of written and spoken Chinese (Cantonese and Putonghua) and English; and (d) familiarity with PC applications.