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

• (a)to oversee daily management of 1823 Contact Centre, ensuring efficient and high-quality services to citizens and government departments;
• (b)to meet changing operational demands through flexible deployment of supervisory staff and frontline agents;
• (c)to oversee the handling of complaints and requests under the Code on Access to Information;
• (d)to analyse operational data and to implement service improvement measures;
• (e)to oversee training and development of centre staff; and
• (f)to perform any other duties assigned. 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 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, plus 10 years of working experience in call centre / contact centre, of which at least 5 years should be at managerial level; or
  • (ii)attended 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 12 years of working experience in call centre / contact centre, of which at least 7 years should be at managerial level;
• (b)good leadership, 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 analytic 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.