崗位職責(zé):

-People Resilience and Engagement - Deliver Projects on site that improve Attrition metrics and our people engagement score, aiming to become an employer of choice in our locality.
-People Communications - Establish communication channels and deliver communication pieces to build awareness, increase transparency and provide regular updates to key stakeholders on milestones.
-People Competency - Deliver projects/ Events that will enhance discretionary effort, drive agent empowerment - ensuring that our people feel they have the right tools to do the job.
-People Foundation and Growth - Deliver projects that will improve local Career progression and development opportunities.
-Management of Risk.

-Understanding the Contact Centre metrics and their relationship.
-Ability to adapt in a dynamic and fast-paced environment.
-Good organizational, numerical, problem-solving skills, excellent listening and detail oriented.
-Good oral, written, and interpersonal communication skills in Chinese (Cantonese and Mandarin) and English. Be able to communicate clearly and confidently with Management at all levels.
-Ability to prioritize and multi-task, to handle multiple markets / stakeholders and liaising with them.
-Sense of urgency and ability to take on tasks and manage them alone with excellence, with ability to plan and organize events at basic level.
-Knowledge of Understanding of the agent lifecycle and the contact centre role for an agent, their expected outcomes on the agent lifecycle.
how to motivate people and drive high performance.
-Understand how to encourage good feedback and create a culture of honesty and openness without fear of retribution.
-Understand of Health and well-being and the absence process.
-Knowledge of the Contact centre environment, shift patterns, technology ( things that impact the day to day working of agents).
-Good team player.
-Flexible approach to working shifts.