Asean-Works | Contact Center Manager

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Asean-Works

Position : Contact Center Manager

# Hiring : 1 post(s)

3 months ago

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Jobs Overview

Post Date

27 July, 2024

Closing Date

27 October, 2024

Salary Range

Negotiable

Jobs Category

Operations

Jobs Location

Phnom Penh

Candidate Gender

Male / Female

Jobs Term

Full Time

Jobs Experience

Jobs Level

Manager

Jobs Description

Develops and implements contact center operational plan aligned with departmental goals. Monitors and analyses customer inquiries and operational data to drive service improvement.
Ensures the effective execution of daily contact centre operation through monitoring of the quality of call handling, good discipline of follow-up and follow-through within and across department.
Ensures the excellent speed of response to customer’s inquiries from all access channels at the most efficient way.
Collects and analyses contact centre data and prepares reports for management in a timely manner. Presents the functional performance to senior management with relevant recommendation to improve service quality, departmental operations, and business performance.
Assists and supports line Director to develop and implements customer experience strategies aligned with organizational goals.
Executes, monitors, and evaluates cycle activities to propose improvement plan and execution. Locates areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
Prepare work schedules to ensure sufficient coverage of customer inquiries. Plan and review team on the periodic basis to ensure size and structure of the function are operating effectively to the growth of the business.
Recruit, train, retain and oversees staff under direct management and takes charge of overall performance of the function.
Brings out the best of the team by working closely with HR team to rollout relevant training, coaching, development program to enhance team capabilities.

Jobs Requirement

Bachelor’s degree in Management or Business Administration, preferably in hospitality and tourism.
The equivalent of the same in practical experience is also acceptable.
Ability to multitask and stay organized.
Proficient with basic computer software and phone systems. A good and practical knowledge to use any previous call centre system shall be an advantage.
Excellent interpersonal, problem-solving and leadership skills
Ability to stay calm in stressful situations and meet strict quotas
Strong grasp on the company’s products, services, and customer service policies

Contact Information

Contact Person

Chheng Sreynin

Industry Company

Advisory/Consultancy

Phone Number

069 900 599/095 333 797

Email Address

recruitment.s@asean-works.com

Website

https://asean-works.com

Address

1st Floor CPL Building #25 & 63, St. 348/205, Toul Svay Prey II, Phnom Penh, Cambodia.

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Service Hot Line

jobs@asean-works.com

Operating Hours : Mon - Sat (Half) from 8am to 5pm

095 333 661 / 012 846 222

Get in Touch

1st Floor CPL Building #25 & 63, St. 348/205, Toul Svay Prey II, Phnom Penh, Cambodia.

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