The AVP, Contact Centre Operations (Southern China) oversees the end-to-end performance of HKT Teleservices’ Guangzhou contact centre, ensuring operational excellence and service delivery across clients and channels.
This role drives digital transformation initiatives — including AI, automation, and process innovation — to strengthen HKT’s position as a leading, technology-driven BPO provider. The position is based in Hong Kong with frequent travel to Southern China.
Your Role
- Oversee end-to-end contact centre operations for multiple clients, covering inbound, outbound, and digital service channels.
- Ensure achievement of key operational KPIs, including quality, productivity, SLA, CSAT, and cost efficiency.
- Serve as the primary operational lead for assigned client portfolios across Southern China.
- Lead and develop operations teams to deliver top performance and great customer experiences.
- Drive process improvement and digital transformation using AI, analytics, and automation.
- Manage the operational P&L for Guangzhou operations with accountability for cost efficiency and profitability targets.
- Collaborate regionally to align with HKT’s customer experience strategy.
To Succeed in this Role
- Bachelor’s degree in Business or related field; Master’s a plus.
- 10+ years in BPO/contact centre operations, with 5+ in senior or multi-site leadership.
- Proven record managing multi-client, enterprise-level service delivery and large teams (500+).
- Strong grasp of contact centre tech (Genesys, NICE, Avaya, Amazon Connect) and digital tools (AI, RPA, analytics, CRM).
- Skilled in P&L management, budgeting, and operational efficiency.
- Strategic, data-driven, and adaptable leader with strong client and communication skills.
- Trilingual in Cantonese, Mandarin, and English.
