Assistant Manager Channel Experience

Role Introduction

Reports to : Global Channel Experience Lead

This role is part of our Customer Care department -  a contact centre hubs and satellites around the world focus on assisting our customers throughout their travel journey, to ensure they are fully supported no matter where, when or how they contact us.

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

Key Responsibilities

• Provide consistent guidance to CCD teams on quality evaluations, scoring standards, and coaching practices to ensure service excellence and alignment across all channels
• Continuously review and enhance the CCD service quality framework to reflect operational changes, ensuring it remains relevant and effective
• Conduct audits, calibrations, and consistency checks to identify gaps and deliver actionable feedback to support individual and HUB-level improvement plans
• Collaborate with stakeholders to design and implement targeted training and corrective actions that address service gaps and reinforce operational standards
• Facilitate regular calibration sessions across internal CCD teams and business partners to maintain consistent scoring and evaluation practices
• Partner with the Global Channel Experience Lead to assess and enhance the end-to-end customer journey across voice, non-voice, and digital self-service channels
• Use customer feedback, Service quality insights, and operational data to identify service gaps, friction points, and opportunities for innovation across CCD channels
• Collaborate with product and technology teams to pilot and implement digital solutions that enhance channel capabilities, improve user experience, and support operational readiness
• Analyze trends in customer feedback (e.g., NPS, CSAT, verbatim comments) to uncover insights and present recommendations that inform strategic decisions
• Act as a customer experience advocate in cross-functional forums, contributing insights and recommendations that shape CCD’s service strategy and future delivery models

Requirements

Academic Qualifications

• Graduation in any discipline is a must

Knowledge, Skills, Training, and Experience

• 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 with internal departments and external vendors
• Detailed-minded, strong analytical abilities, planning and organization, critical thinking skills
• Duty travel is required

Personal & Application Information