- (a)協助管理1823的投訴處理，就提升服務質素進行檢討，包括策劃及執行各項改善措施； <br>
- (b)協助管理1823的日常運作和領導、監督及指導員工以達成工作表現目標； <br>
- (c)按1823的營運情況，檢討服務表現的測量方法及指標。從表現數據識別需改進的地方，提出有效及可行的方案，從而改善1823服務；及 <br>
- (d)監察個案上呈機制和聯繫相關政策局／政府部門的協調人。 <br>此職位須輪班工作，包括星期六、星期日、公衆假期及通宵班及不定時工作，亦須在惡劣天氣(包括颱風及黑色暴雨)期間工作。獲聘用者須於短時間內上任及被調派至油麻地或葵涌的1823辦公室工作。
職責
- (a)to assist in managing the complaint handling of the centre; and conduct reviews for service quality enhancement, including planning and implementation of improvement measures; <br>
- (b)to assist in managing the centre’s daily operation and to lead, supervise and coach teams of staff to achieve performance targets; <br>
- (c)to review performance measurement and targets in the light of the operations of the centre. To identify areas for improvement from the performance figures and drive improvement with effective and feasible measures; and <br>
- (d)to monitor case escalation and liaise with coordinators of relevant government bureaux/departments. <br>The job holder is required to work on shifts, including Saturdays, Sundays, public holidays and overnight shift, and irregular hours. He/She is also required to work in inclement weather such as during typhoon and black rainstorm. Successful candidate is required to assume duty at short notice and is subject to deployment to the 1823 offices in Yau Ma Tei or Kwai Chung.
入職條件
申請人必須 – <br>
- (a)
- (i)持本港大學學位，或同等學歷，並具備兩年電話中心╱聯絡中心的督導工作經驗；或 <br>
- (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 <br> ] ，或同等學歷；並具備四年電話中心╱聯絡中心的工作經驗，其中最少三年任督導職位； <br>
(b)良好中文(廣東話及普通話)及英文書寫及會話溝通技巧；及 <br>
(c)熟悉電腦操作。
Candidate should have - <br>
- (a)
- (i)a Hong Kong degree, or equivalent, and 2 years of supervisory working experience in call centre/contact centre; or <br>
- (ii)attained Level 2 or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination <br> (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 <br> (HKCEE) (Note 2), or equivalent, plus 4 years of working experience in call centre/contact centre, of which 3 years should be at supervisory level; <br>
- (b)good command of written and spoken Chinese (Cantonese and Putonghua) and English; and <br>
- (c)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。 <br>
- (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。
一分鐘，足以摧毀你對英文的自信！
