• (a)to assist in managing the operations of the centre and devising manpower deployment plan; <br>
• (b)to handle/investigate/monitor complaints received via different channels and monitor the performance of staff and the centre as a whole in handling complaints and unresolved cases; <br>
• (c)to review the complaint handling procedures and to liaise with various parties for implementation; <br>
• (d)to prepare managerial reports, identify areas for improvements and implement proposed measures for service quality enhancement of the centre; <br>
• (e)to lead, supervise and coach teams of staff to achieve performance targets, to make strategic planning for quality and productivity improvement of the teams; and <br>
• (f)to monitor case escalation and liaise with coordinators of relevant government bureaux/departments. <br>The job holder may be 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.

Candidate should have - <br>

• (a)
  • (i)a Hong Kong degree, or equivalent, and 8 years of working experience in call centre/contact centre, of which at least 3 years should be at managerial level; 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 (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 10 years of working experience in call centre/contact centre, of which 5 years should be at managerial level; <br>
• (b)good communication and staff management skills; <br>
• (c)good command of written and spoken Chinese (Cantonese and Putonghua) and English; and <br>
• (d)familiarity with PC applications.