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Contact Center Manager

April 30, 2020 | Customer Service & Support | 1 positions in Phnom Penh

Job responsibilities

Management of the entire Smart contact center including inbound calls, outbound calls, chats, training & quality assurance. Focus on improving performance, processes, service level and quality of the contact center to ensure customer satisfaction.

  • Manage 8 contact center supervisors; leadership over day-to-day operations, report to Head of Customer Experience and Digital Touchpoints.
  • Regularly reviewing and settings objectives and KPIs of the contact center as a whole and for each team in particular.
  • Ensuring the contact center is achieving the desired KPI & service levels, and taking corrective action as needed.
  • Identifying trends and main reason for complaints and communicating with other teams to improve the product performance to reduce such complaints.
  • Review and make changes to headcount and shifts as necessary based on most efficient distribution of resources
  • Strategise to improve the processes and efficiency of contact center
  • Works with Analytics team to continuously improve the reporting of contact center; analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Taking on other tasks or projects to support the team and call center operations.

Job requirements

  • Bachelor’s degree
  • Customer-centric mindset
  • Strong coaching and leadership skills, ability to motivate employees
  • Excellent attention to detail and accuracy, quality-oriented
  • Fluency in speaking and writing English and Khmer
  • Excellent interpersonal and communication skills
  • Able to establish work relationships and communicate effectively with staff, at all levels including senior management
  • Proficiency in Ms Office (Word, Powerpoint, Visio, Excel) is required
  • Proactive, passionate, self-confident, able to work effectively under pressure especially during peak hours and intense situations
  • Minimum 4-5 years work experience, with some experience in supervisory role

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