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Senior Contact Centre Manager

HKT

Hong Kong, Hong Kong, Hong Kong Full Time June 16, 2026
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Opportunity Description

We are seeking a seasoned leader to oversee the Complaint Investigation Team and the Customer Care Team. The primary objective is to ensure the highest standards of service delivery with managing complaint case investigations within the contact centre journey. The role requires a strategic thinker with a robust background in the pension industry who can balance operational efficiency with a strong customer experience mindset.


Responsibilities

  • Lead, mentor, and develop two specialized teams: the Complaint Investigation Team and the Customer Care Team (Tier 2 Enquiry).

  • Oversee the end-to-end process for investigating complex complaint cases originating from the contact centre journey (e.g., issues regarding user interface, service delivery, transaction errors)

  • Represent the Contact Centre in governance meetings regarding service level performance

  • Set performance KPIs related to resolution times, quality of investigation find...
    • Full Time Information and Record Clerks

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    Opportunity Details

    Location Hong Kong, Hong Kong
    Country Hong Kong
    Type Full Time
    Category Information and Record Clerks
    Posted June 16, 2026
    Deadline July 26, 2026

    About HKT

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    HKT

    Hong Kong, Hong Kong

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