💼 Full-Time Position

Senior Contact Centre Manager

🏢
HKT
📍 Hong Kong, Hong Kong, Hong Kong
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Location
Hong Kong, Hong Kong
📅
Posted
June 20, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job 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...