Senior Contact Centre Manager

HKT

📍 Hong Kong, Hong Kong, Hong Kong 💼 Full Time 🕒 Posted July 04, 2026

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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...

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Job Details

Location Hong Kong, Hong Kong
Job Type Full Time
Category Information and Record Clerks
Posted Date July 04, 2026
Application Deadline August 13, 2026