Position: Manager, Contact Center -- Amret Microfinance Institution

Job Code     : 000969    
Job Location     : Head Office
Job Title     : Manager, Contact Center    
Working Type     : Full Time

The incumbent is responsible to manage and lead contact center team in providing high quality of service standard to customer by using the most effective and efficient resource availabilities for technology and staff operation. He/She will also develop policy and procedure to align with international standard that is practicable in Cambodia in order to support business.

Job Description

  • Manages contact center team to ensure the right level of resources are available to meet customer demand;
  • Maintains and improves contact center performance quality by monitoring, identifying and resolving problems, preparing and completing action plans; managing system and process improvement;
  • Maintains equipment by evaluating, installing and developing preventive maintenance programs, calling for repairs, evaluating and implementing upgrades;
  • Produces and submits accurate reports on daily, weekly, monthly, quarterly and annually over various aspects of Contact Center performance in a timely manner;
  • Tracks all the historical data of call volumes and forecast the future call volumes to meet anticipated demands;
  • Coaches and guides Contact Center team on new updated information over products, services, policies, procedures in order to respond the right answers to customers;
  • Cooperates with ATM's technical team and related stakeholders to provide a great experience to customers;
  • Cooperate with the technical team of any new products for the future plan;
  • Determines work procedures, prepares work schedules and expedites workflow;
  • Provide coaching, leading, training and managing call center team.
  • Oversight complaint handling team.
  • Support team in answering difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by team.

Job Requirements

  • Degree in Business Administration, General Management, Marketing or other related fields;
  • Minimum 05 years of work experience in Contact Center with 02 years of managerial experience;
  • Experiences in working complex environment, high pressure and stressful situation to handle with angry or unhappy customers positively;
  • Good verbal and written communication both Khmer and English;
  • Computer literacy
Deadline: 26 Jun 2020
Contact: 012 635 150,  jobs@amret.com.kh
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