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.

- 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 in contact center/ supervisory role