Senior Customer Service - Cantonese Speaker

About the Role We are seeking dynamic and driven Team Leaders to oversee the daily operations of the Cruise Campaign , specifically supporting the Hong Kong market . The ideal candidate will lead and motivate a team of agents, ensure service quality, monitor KPIs, and foster a positive and productive work environment to achieve exceptional results. This role also requires strong client management skills, attention to detail, and accountability for operational excellence.

Key Responsibilities

Team & Operations Management

• Lead and manage the daily operations of the assigned campaign (including Hong Kong support).
• Take responsibility for all inbound and outbound calls handled by the team.
• Ensure all KPIs set by Management are consistently met or exceeded.
• Assign tasks, set deadlines, and monitor progress to ensure smooth operations.
• Plan and organize shift schedules for team members.
• Maintain adequate daily headcount and notify superiors if staffing falls below required levels.
• Address any customer or operational issues that agents are unable to handle directly.
• Spend dedicated time coordinating with the client to address campaign-related matters, provide timely updates, and ensure expectations are met.

Performance & Quality Control

Administrative & Communication Duties

Additional Responsibilities for Hong Kong Support Team Leaders

(Apply now at #J-18808-Ljbffr