Job Detail

Company	Outsourcing(Cambodia)inc
Type	Public Limited Company
Function
Employees	100
Location	PhnomPenh

Position Title	Contact Center Manager	Level	Middle
Hiring	1	Salary
Sex	Male/Female	Age	24
Public Date	2020-04-09	Closing Date	2020-05-09
Term	Full-Time	Qulification	Bachelor-Degree
Language	English	Language Level	Good
Location	Phnom Penh	Benefit

Job Description

	• 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 • Strategies 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.

• 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
• Strategies 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 Requirement

	• 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, Power point, 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 in contact centre/ supervisory role

• 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, Power point, 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 in contact centre/ supervisory role

Contact Person: HR Officer

Facebook Page: https://www.facebook.com/outsourcingcambodia

Phone: 023 5197 888 / 086 986 133 / 096 641 7309

Email: info@outsourcingkh.com

Contact Center Manager

Job Description

Job Requirement