Deputy Senior Manager, Contact Centre Operations

HKT · Hong Kong, Hong Kong, Hong Kong

Location

Hong Kong

Job Type

Full Time

Posted

June 26, 2026

Job Description

We are seeking a seasoned professional to act as the second-in-command to the Contact Centre Lead. Assist in overseeing the daily operations of all contact centre sub-units, ensuring the seamless delivery of services. The role will require the of leverage deep pension expertise to not only meet Service Level Agreements (SLAs) and efficiency targets but also to provide strategic advisory to the management team, identifying and implementing innovative solutions to elevate overall contact centre performance.
Responsibilities
Assist the Contact Centre Lead in directing the activities of all contact centre sub-units to ensure operational cohesion.

Monitor real-time and historical performance against key SLAs (e.g., average speed of answer, abandonment rate, first-call resolution, service quality scores).

Foster a culture of accountability, empathy, and continuous improvement within the teams.

Implement corrective action plans and p...
        

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