Headquartered in Singapore, we have operations in Malaysia, Thailand, Philippines, China (Hong Kong, Beijing), Japan and Spain. Serving companies largely in the financial, IT, technology, ecommerce, airline, luxury and hospitality sectors, we specialize in generating high sales growth, improving call...

Headquartered in Singapore, we have operations in Malaysia, Thailand, Philippines, China (Hong Kong, Beijing), Japan and Spain. Serving companies largely in the financial, IT, technology, ecommerce, airline, luxury and hospitality sectors, we specialize in generating high sales growth, improving call centre performance and profit generating customer service. 

Teledirect has implemented over 5,000 successful programmes interacting with our clients’ customers around the world and a customer acquisition track record of over 3 million. We have also received over 170 regional and international industry awards under the best contact centre operations and the best contact centre professionals’ categories. 

Our commitment to excellence is underscored by our practice of recruiting the best of the best, customizing products and services for rapid business growth and setting standards for quality performance and superb results.

Call Centre Supervisor

Job level Middle
Education Not applicable
Location
North Point
Employment type Permanent
Benefits 5-day week, Dental plan, Flexible working hours, Insurance plan, Medical plan
Industry Telecommunications
Job function Quality Control / Quality Assurance > Quality Control & Assurance
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Sales / Business Development / Customer Service > Others
Published On 19/09/2019

Responsibilities:

  • Manage an inbound team of Customer Service Representatives
  • Monitor queue and track inbound calls. Keep CSRs aware of inbound calls, calls waiting, abandonment rate etc..
  • Motivate and encourage CSRs through positive communication and feedback
  • Foster team discipline, communication and morale to strengthen teamwork within the team
  • Ability to handle escalated case or difficult situations
  • Guide and coach CSRs closely and administer their induction into Call Centre
  • Perform daily standard operational requirements (such as floor management, logs in to clear call queue, etc) and ensure that key performance indicators are met
  • Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis
  • Ability to multi-task or involve in ad-hoc projects

Requirements:

  • Good command of spoken Cantonese, Putonghua and English, excellent English reading and writing skills
  • Higher Diploma or Bachelor’s Degree in any discipline with a minimum of 5 years' experience in Customer Service, of which at least 2 years in supervisory level
  • Strong leadership, presentation skills, communication skills, conflict management with a strong sense of urgency and to manage time effectively 
  • Computer literate in using MS Office and other information system
  • Flexibility in shift duty arrangement
  • Immediate available is highly preferred

 

We offer competitive remuneration package and attractive terms to the right candidate. Interested parties please send full resume with expected salary & available date to HR Department by clicking "" or you can whatsapp HR Officer directly at 97305835.  

Head Office: Room 1001, 10/F, Block A, Sea View Estate,

2-8 Watson Road, North Point, HK

www.teledirectasia.com

https://www.facebook.com/teledirecthk/

All information provided will be treated in strict confidence and used for recruitment purpose only.