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Call Centre Manager (Online Chat Service)(Banking Secondment Contract)

A rapidly growing China-based bank in Hong Kong is seeking a high-caliber Call Centre Manager (Online Chat Service)(Secondment Contract).

Job Responsibilities:

• Establish relevant guidelines and procedures to ensure excellent service standards;
• Handle customer requests and resolve customer complaints to ensure customer satisfaction;
• Gather and analyze data to formulate training programs to team members;
• Conduct coaching to team members on best practices for daily inquiries;
• Perform any other job duties as assigned by supervisor.

Job Requirements:

• Bachelor's degree or above in any discipline;
• At least 2 years of experience in SME customer service in banking industry;
• Good customer service orientation with strong problem solving and analytical skills;
• An excellent customer-centric mindset focused on delivering high-quality services to customers;
• Able to work under pressure and meet tight deadlines;
• Proficient in MS Office applications including Chinese word processing;
• Work on shift is required.

Interested parties please send your resume in word format with current & expected salary and notice period to For details, please feel free to contact Thomas

Job Summary:

Are you ready to elevate your career in a dynamic environment? Join our team as a Call Center Manager, where you'll lead and inspire our call center staff to deliver outstanding customer service. In this role, you'll oversee daily operations, monitor performance, and foster a positive team culture. If you're a results-driven leader with a passion for excellence, we want you on our team

• Operational Management: Oversee the daily running of the outbound call center, ensuring all activities comply with company standards and regulatory requirements.
• Performance Monitoring: Set, monitor, and review team performance against KPIs, identifying training needs and organizing sessions to enhance skills.
• Team Leadership: Manage and train a team of call center agents, fostering a supportive and positive work environment.
• Customer Focus: Ensure high-quality customer service by addressing issues and following up on customer complaints promptly and professionally.
• Reporting & Administration: Maintain accurate data input, compile sales reports, and perform administrative tasks to support operations.

• Experience: Minimum 4 years of experience in a call center, with at least 1 year in a supervisory role. Experience in outbound call center management is preferred.
• Education: Bachelor's degree in any discipline.
• Skills: Strong leadership, communication, and interpersonal skills. Proficient in call center software and Microsoft Office Suite.
• Customer-Oriented: A proven track record of being customer-focused with a commitment to achieving team KPIs.

Responsibilities:

• Provide clerical support to the team, such as coordinate work, photocopying, typing, filling records, data entry, and other clerical/messenger services, including but not limited to venue setup for office , dispatching documents to other offices.

Requirements:

• Have Grade E or above in at least 5 subjects, including Chinese Language and English Language (Syllabus B), in the HK Certificate of Education Examination, or equivalent;
• Fluent in spoken Cantonese and English; and
• Conversant with the application of Computer software Microsoft "Word" and "Excel" and capable of typing 30 English words per minute and 20 Chinese Characters per minute.
• Immediate available is preferred.

We offer competitive package and attractive employee benefits including 5-day work / 5.5-day work (2 ex-gratia Sat-off per month), ex-gratia rest day, birthday holiday, training sponsorship and discretionary bonus.

Application with full resume, current and expected salary, and available date should be sent through email to The Human Resources Manager.

Date: 6 Oct 2025

Business Unit: Nina Hotel Tsuen Wan West, HK

Company: Chinachem Group

• Answer guest calls courteously and efficiently.
• Dispatch staff to meet guest requests and resolve issues.
• Log guest requests in our system, including details like name, room number, and action taken.
• Handle emergencies according to hotel procedures.
• Provide message-taking services and manage calls as needed.
• Handle wake-up calls.
• Any other relevant projects and duties as assigned by superior.

• Higher Diploma or above in Hospitality or related field.
• At least 1-year solid hotel operator experience or in similar capacity.
• Proven record of luxury hotel chain experience is a plus.
• Good interpersonal skills and service oriented.
• Able to work independently and on shift duty is required.
• Flexibility to work overnight shifts is an advantage.
• Fluent in Cantonese, English, and Mandarin.

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Human Resources Department directly at

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.

About Your Role:

• Closely work with and support to inbound and outbound call centre teams
• Coordinate and support operation team to complete manual procedures accurately
• Manage ad hoc customer report requests with efficiency and precision
• Standardize report format including performance report for management
• Monitor team performance and ensure high service quality
• Implement operational improvements and streamline reporting processes
• Act as a liaison between management and frontline staff to ensure alignment
• Verify overtime allowance be synced with ACATS

About You:

• University graduate in any discipline
• Minimum 3 years of experience in a leadership or call centre supervisory role
• Excellent communication, time-management, and problem-solving skills
• Proven ability to support fast-paced operational environments
• Good in Cantonese, Mandarin, and English
• Strong command of Microsoft Office, especially Excel, Word & PowerPoint

Role objective:

The Routing Manager – Call Center Voice plays a pivotal role in driving the company's call center product growth and development by strategically managing voice traffic to optimize routing efficiency and maintain top-tier service quality. By continuously analyzing traffic patterns and market trends, this role shapes routing strategies that enhance operational performance, reduce costs, and ensure customer satisfaction. Collaborating closely with the sales team, the Routing Manager directly influences the scalability and competitiveness of the call center offering, fostering innovation and sustainable business performance in targeted markets. This position is essential in enabling the call center product to evolve responsively to market demands while maximizing profitability and user experience.

Reports to: Head of Routing – Voice

Key interactions: Sales, Support (Voice)

Key Responsibilities:

Routing Part

• Define and maintain routing strategies for assigned call center markets, ensuring optimal quality and performance.
• Analyze traffic patterns, route performance, and quality indicators (e.g. ACD, ASR, PDD) to identify issues and opportunities for improvement.
• Propose and implement routing adjustments based on business priorities, traffic behavior, and destination-specific requirements.
• Collaborate with the routing team to implement and test configuration changes across voice platforms.
• Work closely with the voice support team to ensure operational stability and alignment with service expectations.

Strategic Part

• Conduct ongoing market research to track trends, regulatory updates, and competitive developments in the voice landscape.
• Support strategic initiatives such as regional optimizations, destination reviews, and market assessments.

Skills:

• Strong analytical and problem-solving skills.
• Ability to interpret complex data sets (CDRs, routing stats).
• Excellent communication skills.
• A solid understanding of call quality metrics and performance indicators in the telecom industry.
• Proficiency with telecom billing, routing, and performance management tools.
• Fluent in English (writing and speaking).

Experience:

• Minimum 1 year of experience in a Routing Manager role, focused on the Call Center product, and minimum 4 years of experience in the telecom voice industry .

About VOX

VOX is a visionary company led by a single founder, currently leading the way in flashcall and telecom carrier services, transforming the way businesses communicate, authenticate and connect. As a hyper-growth company, VOX achieved over 25% YoY revenue growth last year and is aiming to reach $100M+ revenue this year. VOX is looking for a team of growth-driven individuals to take the company to new heights.

VOX's cutting-edge technology and dedicated customer service team ensure that telcos and enterprises maintain secure, fast, and reliable connections while protecting their networks. VOX's promise of a hassle-free experience and superior customer support enables telcos and enterprises to focus on success. As a company, VOX focuses on solutions that monetize the assets of mobile network operators.

Joining VOX offers the opportunity to work with the industry's leading technologies and help them stay ahead and continue to innovate with a comprehensive suite of flashcall and telecom carrier services. VOX is highly committed to providing its employees with a dynamic, forward-thinking work environment, competitive compensation and benefits, vacation and time-off packages, and stock options. This is a once-in-a-lifetime opportunity for highly ambitious individuals, as VOX plans to expand its solutions

Join the team and help shape the future of the telecom industry

Role objective:

The Market Manager – Call Center Voice is responsible for the strategic and operational management of voice traffic across designated call center markets. The role focuses on route optimization, traffic monitoring, market management and performance analysis, ensuring high service quality and cost efficiency.

This position plays a key part in identifying market trends and managing routing strategies based on voice traffic behavior. The role requires strong collaboration with the sales team in order to maintain and improve operational performance.

Reports to: Head of Routing – Voice

Key interactions: Sales, Support (Voice)

Key Responsibilities:

• Define and maintain routing strategies for assigned call center markets, ensuring optimal quality and performance.
• Conduct
  
  ongoing market
  
  research to track trends, regulatory updates, and competitive developments in the voice landscape.
• Analyze traffic patterns, route performance, and quality indicators (e.g. ACD, ASR, PDD) to identify issues and opportunities for improvement.
• Propose and implement routing adjustments based on business priorities, traffic behavior, and destination-specific requirements.
• Collaborate with the routing team to implement and test configuration changes across voice platforms.
• Work closely with the voice support team to ensure operational stability and alignment with service expectations.
• Support strategic initiatives such as regional optimizations, destination reviews, and market assessments.

Skills:

• Strong analytical and problem-solving skills.
• Ability to interpret complex data sets (CDRs, routing stats).
• Excellent communication skills.
• A solid understanding of call quality metrics and performance indicators in the telecom industry.
• Proficiency with telecom billing, routing, and performance management tools.
• Fluent in English (writing and speaking).

Experience:

Minimum 1 year of experience in a Market Manager role, specifically focused on the Call Center voice product.

About VOX

VOX is a visionary company led by a single founder, currently leading the way in flashcall and telecom carrier services, transforming the way businesses communicate, authenticate and connect. As a hyper-growth company, VOX achieved over 25% YoY revenue growth last year and is aiming to reach $100M+ revenue this year. VOX is looking for a team of growth-driven individuals to take the company to new heights.

VOX's cutting-edge technology and dedicated customer service team ensure that telcos and enterprises maintain secure, fast, and reliable connections while protecting their networks. VOX's promise of a hassle-free experience and superior customer support enables telcos and enterprises to focus on success. As a company, VOX focuses on solutions that monetize the assets of mobile network operators.

Joining VOX offers the opportunity to work with the industry's leading technologies and help them stay ahead and continue to innovate with a comprehensive suite of flashcall and telecom carrier services. VOX is highly committed to providing its employees with a dynamic, forward-thinking work environment, competitive compensation and benefits, vacation and time-off packages, and stock options. This is a once-in-a-lifetime opportunity for highly ambitious individuals, as VOX plans to expand its solutions

Join the team and help shape the future of the telecom industry

Date: 6 Oct 2025

Business Unit: Nina Hotel Tsuen Wan West, HK

Company: Chinachem Group

• Answer guest calls courteously and efficiently.
• Dispatch staff to meet guest requests and resolve issues.
• Log guest requests in our system, including details like name, room number, and action taken.
• Handle emergencies according to hotel procedures.
• Provide message-taking services and manage calls as needed.
• Handle wake-up calls
• Any other relevant projects and duties as assigned by superior.

• Higher Diploma or above in Hospitality or related field.
• At least 2-year solid hotel operator experience or in similar capacity.
• Proven record of luxury hotel chain experience is a plus.
• Good interpersonal skills and service oriented.
• Able to work independently and on shift duty is required.
• Flexibility to work overnight shifts is an advantage.
• Fluent in Cantonese, English, and Mandarin.

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Human Resources Department directly at

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.

DUTIES & RESPONSIBILITIES

• Answer guest calls courteously and efficiently.
• Dispatch staff to meet guest requests and resolve issues.
• Log guest requests in our system, including details like name, room number, and action taken.
• Handle emergencies according to hotel procedures.
• Provide message-taking services and manage calls as needed.
• Handle wake-up calls
• Any other relevant projects and duties as assigned by superior.

QUALIFICATION, EXPERIENCE & PERSONAL QUALITIES

• Higher Diploma or above in Hospitality or related field.
• At least 2-year solid hotel operator experience or in similar capacity.
• Proven record of luxury hotel chain experience is a plus.
• Good interpersonal skills and service oriented.
• Able to work independently and on shift duty is required
• Flexibility to work overnight shifts is an advantage.
• Fluent in Cantonese, English, and Mandarin.

Nina Hospitality Group is a lifestyle hospitality group which comprises the Nina Hotels and Lodgewood series. Nina Hospitality Group endeavors to redefine the notions of hospitality, comfort and style in Hong Kong with its affordably luxurious hotels and modern chic, fun-filled boutique hotels cum serviced apartments. We currently own and/or manage seven hotel properties and serviced apartments comprising a total of over 2,800 guestrooms.

All of the hotels offer an unwearing level of modern Asian hospitality and feature quality restaurants and bars for guests and visitors alike.

Broaden your horizon and join the Nina Hospitality team.

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information.  It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Human Resources Department directly at

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.

Nina Hospitality Group Portfolio

Nina Hotel Tsuen Wan West

Nina Hotel Island South

Nina Hotel Causeway Bay

Nina Hotel Kowloon East

Lodgewood by Nina Hospitality | Mong Kok

Lodgewood by Nina Hospitality | Wan Chai

Conference Lodge by Nina Hospitality

The Lily by Nina Hospitality