Responsibilities:

• Be in charge of running and managing the Level 1 call center daily

• Understand all organization(s) services, procedures, guidelines and communicate same to all call agent

• Role of training their team members and reviewing their performances from time to time

• On hand to assist in the testing and interview process

• Conduct regular review of all call center agents performance and organize training sessions for under performers

• The 1st or 2nd Escalation point

• Submit regular reports to management and seek new ideas and strategies to improve performance at the center

• Regular review meeting with customer(s)

• Work on Roster basis

• Able to work independently and perform well under pressure

Requirements:

• Experience of 2 years or above in Level 1 IT service desk are preferred

• Tertiary education background

• Excellent leadership skills and abilities in IT field

• Managing call centers and handle multiple projects/tasks at the same time

• ITIL certificate and experience in IT L1 call centre are preferred

• Good at speaking Cantonese and English

• Immediate available is preferred