A Manager is deployed to the 1823 Contact Centre to perform tasks relating to one or a combination of the following functional areas –

• (a)to develop and regularly review the quality assurance frameworks and design and implement its supporting workflows and procedures to ensure the quality of service of 1823 to meet centre’s evolving needs and public expectations;
• (b)to steer the development of a structured training and development programme for all levels of staff;
• (c)to support the development and testing of various contact centre systems;
• (d)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
• (e)to manage the operations of the centre, devise deployment plan and handle complaints. The job holder may be required to work on shifts, including overnight shifts, and irregular hours during weekdays as well as on Saturdays, Sundays and public holidays, and in inclement weather such as during typhoons and black rainstorms. The successful candidate may be required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.

Candidate should have –

• (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
  • (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;
• (b)good analytical, communication and staff management skills;
• (c)Strong expertise in contact centre management, identifying improvement opportunities and implementing effective measures to enhance public service delivery;
• (d)strong knowledge in operation of systems relevant to contact centre including AI-assisted systems;
• (e)good command of written and spoken Chinese (Cantonese and Putonghua) and English; and
• (f)familiarity with PC applications. Preference will be given to candidates with working experience in a government or public sector call centre / contact centre.