Project Manager - Call Centre

To support our business growth and operational development, we are now looking for an experienced and proactive Project Manager - Call Centre to oversee the daily operations, project execution and management of our call center. Responsibilities Oversee the daily operations and overall management of the call center. Plan, execute and monitor call center projects to ensure deliverables are completed on time and according to business requirements. Develop, review and improve call center workflows, SOPs, call scripts, service standards and reporting mechanisms. Manage and monitor team performance, including call volume, answer rate, service level, conversion rate, case handling, follow-up status and customer satisfaction. Set up and maintain call center KPIs, performance dashboards and regular management reports. Lead, coach and support call center supervisors and agents to enhance productivity, service quality and team morale. Identify operational issues and workflow inefficiencies, and provide practical improvement plans. Handle escalated customer enquiries, complaints and special cases when required. Coordinate with internal departments including Operations, Sales, Marketing, IT, Finance and Management Team. Support customer database management, call campaign planning, manpower planning and resource allocation. Ensure proper use of CRM / call center systems and accurate record keeping. Prepare regular reports and present performance analysis and recommendations to management. Perform ad hoc duties and projects as assigned. Requirements Diploma or above in Business Administration, Operations Management, Customer Service Management or related disciplines. Minimum 3 years of relevant experience in call center, customer service, telemarketing, telesales or operations management. Prior experience in managing call center projects or leading a call center / customer service team is highly preferred. Strong understanding of call center operations, workflows, service standards and KPI management. Familiar with call center metrics such as call volume, answer rate, abandonment rate, average handling time, service level, conversion rate, QA score and customer satisfaction. Strong project management, people management and problem-solving skills. Able to work independently, manage multiple tasks and meet deadlines. Good analytical skills with experience in preparing performance reports and dashboards. Proficient in MS Office, especially Excel and PowerPoint; experience with CRM or call center systems is an advantage. Excellent communication, coordination and interpersonal skills. Fluent in Mandarin, English & Cantonese; with good written Chinese and English. Mature, proactive, detail-minded and result-oriented.