Station in Hong Kong, you will be responsible to manage and coach a dynamic & diversified team of Customer Service Agents with support from respective Supervisors on a day-to-day basis, in order to deliver the best possible revenue contribution and the best customer service. The contact centre teams provide customer services which covers geographic regions including : Greater China, Japan & Korea, which a good sense in handling multi-cultural customers is essential for success in this role. Key responsibilities including but not limited to :

• To manage the team in the Hong Kong Contact Centre in a proactive, visible and participated style, acting as a role model for enthusiasm, responsibility, motivation, and responsiveness to customers.
• To maximise the revenue contribution and yield mix of British Airways within agreed cost of sale targets through the effective use of all available sales and telesales tools.
• To create a climate of excellence in selling and customer service within the team by motivating the staff to seek continued improvements in order to reach the corporate service quality and performance standards on a regular basis.
• To maximise the performance of the team and the Executive Club activities ensuring the use of new technologies, and new working methods are implemented to increase efficiencies and staff productivity.
• To create synergies and teamwork between teams of different nationalities delivering the “one Global Contact Centre” goal.
• To act as a day-to-day operational specialist with wide and comprehensive knowledge on any technical or commercial issue.
• To act as a specialist with perfect knowledge of company products, systems and Executive Club.
• To take the responsibility of any specific projects, functions or tasks which has been attributed to him/her within the management team.
• To work closely with the commercial teams within region to support their country strategies.
• To take the responsibility of reaching all SLAs.
• To motivate his/her team members, to manage their performance, to lead regular staff meetings and give the appropriate feedback both to the staff and the management about individual performance and potential.
• To develop a strong team spirit among his/her team.
• To identify and solve any issue in terms of staff, organisation, structure, technical equipment, that may arise and prevent a good operation of the contact centre.
• To recognise and recommend any appropriate action to the line Manager to improve the efficiency, productivity and knowledge of the staff.
• To dispatch any relevant information to the staff, and ensuring that it is properly integrated.
• To ensure that any new procedure are effectively known and applied.
• To support all marketing campaigns and BAH by means of implementing effective tools in contact centre for proactive sales and provide the feedback.
• To maximise the Executive Club activities in the area, focusing on quality and performance standards by means of telephone contacts, correspondence and computer technology.
• To deliver for both BA and IB customers and trade.

We will expect you to bring a winning combination of personal qualities. It is essential the jobholder is able to lead, motivate and encourage his/her team to accept both risk and change as part of the daily performance and to meet the required levels of operational and individual performance.  

Crucially, while you’re organised, presentable and keen to do things properly, you’re also calm under pressure and able to respond to change. You’re comfortable being proactive, using your initiative to solve challenges and deliver great results for British Airways, your colleagues and customers.

ESSENTIAL CAPABILITIES (SKILLS/EXPERIENCE/QUALIFICATIONS/EXPERTISE)

Skills (practised capability/behaviour)

• Excellent communication skills
• Excellent problem-solving skills
• Excellent decision-making
• Proactive and open for change
• Commercial and Customer Service focused
• Self motivation and ability to motivate a team
• Innovative, enthusiastic positive, self confident, selling minded
• Great flexibility, availability, organisation skills
• Team spirit
• Leadership qualities
• Ability to performance manage and feedback.
• High level of influencing skills
• Strong crisis management skills
• Innovative thinker who is able to support and work within the corporate strategic framework  

Experience (on the job)

• At least 3 years experience in leading a team
• PC literate with knowledge of Word, Powerpoint, information systems
• Good knowledge and understanding of BA products, Executive Club policy and procedures
• Good knowledge of British Airways systems
• Experience in working cross functionally and cross culturally

Expertise (specialist knowledge)

• Call centre, travel or service industry experience

Essential Qualifications (academic/vocational)

• Tertiary educated
• Excellent written and spoken English and Chinese (Cantonese / Mandarin)
• Language ability in Korean / Japanese will be an asset but not essential

Application process

To apply, please send a full CV/Resume written in English and a covering letter, stating expected salary to Contact Centre Manager by clicking Apply Now.

Working Location

British Airways Plc, 15/F Infinitus Plaza, 199 Des Voeux Road, Sheung Wan, Hong Kong