Senior Operation Specialist for Online Banking Centre / Call Centre

Job Responsibilities:

1. Responsible for the production capacity management of customer service center, develop the standard productivity of standard posts, and enhance productivity through management means;

2. Responsible for the assessment management of the front-line team of the customer service center, formulated the assessment plan according to the objectives, and implemented the assessment work;

3, responsible for the daily operation monitoring of the customer service center, according to the field indicators, timely dispatch field service resources;

4. Responsible for customer service center business analysis, providing suggestions for refined operation, improving service experience and operational efficiency, and reducing operational risks;

5. Analyze the whole process of the customer service center, find the pain points, problems and optimization direction in the process, and improve the efficiency and value of each process node;

6. Responsible for other work assigned by superiors.

Job Requirements:

1, Bachelor degree or above, with customer service center capacity management, on-site scheduling experience is preferred;

2, With excellent project management ability, internal and external communication and coordination ability and resource integration ability, strong goal driving force;

3. Strong ability to work under pressure, learning ability, logical thinking and expression ability, strong sense of teamwork;

4. Proficient in Cantonese and English is preferred.