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Government Vacancies Enquiry System
Government Vacancies Enquiry System
Job Number:
50011
Department:
Digital Policy Office
Division/Section/Unit:
1823
Job Title:
Manager
Salary:
$64,040 per month
Entry Requirements:
Candidate should have –
(a)(i) a Hong Kong degree, or equivalent, and 8 years of working experience in call centre / contact centre, of which at least 3 years should be at managerial level; or
(ii) attained Level 2 or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1); or Level 2 / Grade E or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent, plus 10 years of working experience in call centre / contact centre, of which 5 years should be at managerial level;
(b) good analytical, communication and staff management skills;
(c) Strong expertise in contact centre management, identifying improvement opportunities and implementing effective measures to enhance public service delivery;
(d) strong knowledge in operation of systems relevant to contact centre including AI-assisted systems;
(e) good command of written and spoken Chinese (Cantonese and Putonghua) and English; and
(f) familiarity with PC applications.
Preference will be given to candidates with working experience in a government or public sector call centre / contact centre.
Note:
(1) “Attained with Distinction” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects), and Grade C in Other Language subjects in the HKDSEE are accepted as equivalent to Level 3 in the New Senior Secondary subjects in the HKDSEE. “Attained” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects), and Grade E in Other Language subjects in the HKDSEE are accepted as equivalent to Level 2 in the New Senior Secondary subjects in the HKDSEE.
(2) ‘Grade C’ and ‘Grade E’ in Chinese Language and English Language (Syllabus B) in the HKCEE before 2007 are accepted administratively as comparable to ‘Level 3’ and ‘Level 2’ respectively in Chinese Language and English Language in the 2007 HKCEE and henceforth.
Duties:
A Manager is deployed to the 1823 Contact Centre to perform tasks relating to one or a combination of the following functional areas –
(a) to develop and regularly review the quality assurance frameworks and design and implement its supporting workflows and procedures to ensure the quality of service of 1823 to meet centre’s evolving needs and public expectations;
(b) to steer the development of a structured training and development programme for all levels of staff;
(c) to support the development and testing of various contact centre systems;
(d) to lead, supervise and coach teams of staff to achieve performance targets, to make strategic planning for quality and productivity improvement of the teams ; and
(e) to manage the operations of the centre, devise deployment plan and handle complaints.
The job holder may be required to work on shifts, including overnight shifts, and irregular hours during weekdays as well as on Saturdays, Sundays and public holidays, and in inclement weather such as during typhoons and black rainstorms.
The successful candidate may be required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.
Terms of Appointment:
Successful candidates will be appointed on non-civil service contract terms for a period of one year.
Fringe Benefits
(a) Upon satisfactory completion of the full contract period, a gratuity may be granted to the appointee who has consistently achieved a high standard of performance and conduct. The amount will be the sum which, when added to Government’s contribution to the Mandatory Provident Fund Scheme as required by the Mandatory Provident Fund Schemes Ordinance (Cap. 485), will not exceed 15% of the total basic salary drawn during the contract period.
(b) Rest days, statutory holidays (or substituted holidays), annual leave, maternity leave, paternity leave, sickness allowance, where appropriate, will be granted in accordance with the Employment Ordinance. Appointees will be entitled to paid annual leave of fourteen days.
General Notes:
(a) Candidates must be permanent residents of the Hong Kong Special Administrative Region at the time of appointment unless specified otherwise.
(b) As an Equal Opportunities Employer, the Government is committed to eliminating discrimination in employment. The vacancy advertised is open to all applicants meeting the basic entry requirement irrespective of their disability, sex, marital status, pregnancy, age, family status, sexual orientation and race.
(c) Non-civil service vacancies are not posts on the civil service establishment. Candidates appointed are not on civil service terms of appointment and conditions of service. Candidates appointed are not civil servants and will not be eligible for posting, promotion or transfer to any posts in the Civil Service.
(d) The entry pay, terms of appointment and conditions of service to be offered are subject to the provisions prevailing at the time the offer of appointment is made.
(e) Where a large number of candidates meet the specified entry requirements, the recruiting department may devise shortlisting criteria to select the better qualified candidates for further processing. In these circumstances, only shortlisted candidates will be invited to attend recruitment examination and/or interview.
(f) It is Government policy to place people with a disability in appropriate jobs wherever possible. If a disabled candidate meets the entry requirements, he/she will be invited to attend the selection interview/written examination without being subject to any further shortlisting criteria. Applicants who have declared disabilities found suitable for appointment may be given an appropriate degree of preference over other applicants whose suitability for appointment is considered comparable to that of the former. The Government policy and other related measures on employment of persons with disabilities are set out in the booklet “Employ People Based on Their Abilities – Application for Government Jobs by Persons with Disabilities” which is available for reference on the Civil Service Bureau's website at http://www.csb.gov.hk under “Administration of the Civil Service – Appointments”.
(g) Holders of academic qualifications other than those obtained from Hong Kong institutions/Hong Kong Examinations and Assessment Authority may also apply but their qualifications will be subject to assessments on equivalence with the required entry qualifications.
(h) If candidates failed to provide all information requested in the recruitment advertisement, their applications will not be considered.
(i) As invitations or notifications may be sent to applicants by e-mails, applicants should provide an accurate e-mail address in their application forms. Applicants are responsible for checking their e-mails to ensure that invitation or notification will be duly received.
(j) Towards the application deadline, our on-line system would likely be overloaded due to large volume of applications. To ensure timely completion of your on-line application, it is advisable to submit the application as early as possible.
How to apply:
(1) Applicants must apply online through the G.F. 340 Online Application System of the Civil Service Bureau (https://www.csb.gov.hk).
(2) Applications which are incomplete or G.F. 340 submitted in person, by post, by fax or by e-mail will not be accepted.
(3) Applicants are not required to submit any documents related to academic qualification for the time being. Yet, applicants are required to produce documents for scrutiny if being invited to attend a selection interview.
(4) Applicants who are selected for interview will normally receive an invitation by email in about two to four weeks from the closing date for application. Those who are not invited for interview may assume that their applications are unsuccessful.
Contact Address:
Administration & Support Section, 1823, Digital Policy Office, 13/F, Treasury Building, 3 Tonkin Street West, Cheung Sha Wan, Kowloon.
Enquiry Telephone:
2928 6997
Closing Date(dd/mm/yyyy):
18/06/2026 17:00:00
Application via Internet:
Online GF340
Advertising Date
05/06/2026
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