Project Manager - Call Centre

To support our business growth and operational development, we are now looking for an experienced and proactive Project Manager - Call Centre to oversee the daily operations, project execution and management of our call center.

Responsibilities

• Oversee the daily operations and overall management of the call center.
• Plan, execute and monitor call center projects to ensure deliverables are completed on time and according to business requirements.
• Develop, review and improve call center workflows, SOPs, call scripts, service standards and reporting mechanisms.
• Manage and monitor team performance, including call volume, answer rate, service level, conversion rate, case handling, follow-up status and customer satisfaction.
• Set up and maintain call center KPIs, performance dashboards and regular management reports.
• Lead, coach and support call center supervisors and agents to enhance productivity, service quality and team morale.
• Identify operational issues and workflow inefficiencies, and provide practical improvement plans.
• Handle escalated customer enquiries, complaints and special cases when required.
• Coordinate with internal departments including Operations, Sales, Marketing, IT, Finance and Management Team.
• Support customer database management, call campaign planning, manpower planning and resource allocation.
• Ensure proper use of CRM / call center systems and accurate record keeping.
• Prepare regular reports and present performance analysis and recommendations to management.
• Perform ad hoc duties and projects as assigned.

Requirements

• Diploma or above in Business Administration, Operations Management, Customer Service Management or related disciplines.
• Minimum 3 years of relevant experience in call center, customer service, telemarketing, telesales or operations management.
• Prior experience in managing call center projects or leading a call center / customer service team is highly preferred.
• Strong understanding of call center operations, workflows, service standards and KPI management.
• Familiar with call center metrics such as call volume, answer rate, abandonment rate, average handling time, service level, conversion rate, QA score and customer satisfaction.
• Strong project management, people management and problem-solving skills.
• Able to work independently, manage multiple tasks and meet deadlines.
• Good analytical skills with experience in preparing performance reports and dashboards.
• Proficient in MS Office, especially Excel and PowerPoint; experience with CRM or call center systems is an advantage.
• Excellent communication, coordination and interpersonal skills.
• Fluent in Mandarin, English & Cantonese; with good written Chinese and English.
• Mature, proactive, detail-minded and result-oriented.