Manager, Customer Care (Voice Service)

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job

• Oversee and manage the daily operations of the call center, ensuring efficient and effective performance; achieve the targets (KPI). Effectively manage frontline staff to deliver high-quality customer service and lead supervisors to embrace and implement necessary business changes.
• Monitor and analyze call center performance metrics, such as average call handling time, call resolution rate, customer satisfaction, and agent productivity; generate reports to track performance, identify trends, and make data-driven decisions.
• Identify areas for improvement and implement process enhancements to optimize call center operations. Develop and implement strategies to meet business goals.
• Coordinate and collaborate with team members and stakeholders, timely respond to incidents reported by customers or internal staff; monitor and track the progress of incident resolution, provide regular updates to stakeholders and management.
• Collaborate with other teams or departments to improve cross-functional processes and enhance overall customer experience.
• Develop and enforce call center policies and procedures to ensure adherence to service quality standards. Provide ongoing feedback and performance evaluations to team members and develop their talents.
• Stay updated on industry trends, technologies, and best practices to drive continuous improvement in call center operations. Support business transformation.
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.
• Undertake other duties as assigned by Line Manager.

About You

• A Bachelor degree in Business or related disciplines.
• A minimum of 6 years’ experience at supervisory level in sizeable call/ service centre environment.
• Proven experience in hotline operations a definite advantage.
• Proficiency in using call center technologies and tools such as Genesys, Verint, Customer Management System.
• Ability to analyse call entre data, such as call handling time, resolution rate, call answer rate, service level.
• Ability to manage and lead teams effectively.
• High level of sensitivity and professionalism in handling customer data and managing incidents.

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. 

Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.