Assistant Manager Channel Experience

Role Introduction

Report to : Customer Care Global Channel Experience Lead

Through Service Quality evaluations to identify areas requiring improvements, provide practical recommendations, drive improvement initiatives and track progress for service excellence

Key Responsibilities

Service Quality

• Frequent communications with internal and external CCD teams to provide sufficient guidance, support and monitoring on day to day questions and issues related to QA evaluation, scoring guidelines and coaching process
• Constantly review CCD quality framework/matrix, initiate and implement changes whenever necessary to suit operational needs
• Collect and review feedback from CCD teams on QA related activities, propose any enhancement in processes and systems opportunities to Channel Experience Lead
• Responsible for maintaining the quality form in the system, conduct checking throughout testing to ensure changes are reflected correctly before releasing to CCD teams
• Review QA evaluations performed by CCD teams, provide analysis reports with insights for quality improvements including corrective and preventive action recommendations
• Work closely with relevant stakeholders to drive top up briefing/training courses to bridge knowledge gaps. Ensure the information is easy to understand/digest with quality
• Suggest thematic audits focus based on issues identified from QA observations, ensure audits to be carried out in a timely manner. Follow up with audit findings and improvement recommendation/implementation to relevant CCD teams
• Responsible for holding regular calibration sessions between CCD Channel Experience team, internal CCD teams and external business partners remotely and onsite to foster alignment on evaluation scoring and maintain quality service consistency
• Conduct Service Quality evaluation to interactions handled by CCD agents. Provide feedback on agent performance, identify areas requiring improvement, provide practical recommendations, drive improvement plans and track progress for service excellence down to an individual level
• Prepare and provide quality related training to Quality personnel in CCD teams
  
  

Channel Experience

• Support the Global Channel Experience Lead to review end-to-end customer journey across all CCD channels, identify improvement areas and provide suggestions to enhance customer experience
• Review scripts on digital and human assisted channels, and create new scripts for new call flows/functions whenever needed
• Review feedback from internal and external customers from various channels, summarise and propose improvement opportunities for discussion
  
  

People Development

• Embed Customer Contact “operating rhythm” in all CCD sites including third party business part sites, and support the transition of frontline
  
  

Requirements

• Tertiary education or above
• Minimum 5 years contact centre operations experience, preferably in a leadership capacity
• Knowledge of CCD related processes will be a benefit
• Excellent interpersonal communication and relationship building skills
• Excellent command of both spoken and written English and Chinese (Cantonese and Mandarin)
• Ability to work independently under pressure
• Ability to work collaboratively across with internal departments and external vendors
• Detailed minded, strong analytical abilities, planning and organization, critical thinking skills
• Duty travel is required
  
  

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.