Contact Centre Manager for Vattanac Bank
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| For : | Cambodian Only |
| Categories : | Customer Service/Support |
| Schedule : | Full time job |
| Sex : | Male, Female |
| Language : | Khmer, English |
| Location : | Phnom Penh |
| Hiring : | 1 Position |
| Closing Date : | 01st April 2023 |
| Salary : |
Negotiable
|
| Experience : | Minimum 5 years |
| Degree : | Bachelor |
Job Description
We are looking for qualified candidate to fill for the position below.
- Contact Centre Manager
Job Responsibilities & Duties
- Responsible for executing the company’s customer strategy and tactical operation of the contact centre.
- Standardises processes, procedures and execution to ensure consistent growth of the contact centre.
- Identify operational metric to ensure service delivery of the contact centre is aligned with the organization CX strategy.
- Supervises a group of Agents and eventually team leads, and is primarily responsible for delivering to Service Level Agreements and performance targets.
- Driving team performance, KPI management, reporting and taking resource decision
- Handle day to day operations with on focus on analytics, coaching, recognition, and performance
- Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
- Working with HR and Recruitment drive the recruitment & selection of Team Leader and Agents.
- Interact regularly with other stake holders, building and maintaining effective internal and external stakeholder relationships
- Develop and nurture working culture where training and development are part of work and working with trainers to ensure the skills and knowledge are developed effectively.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
Job Requirements
- Min 5 years experience in frontline customer service is required.
- Proven experience as contact centre manager or team leader or similar position
- Knowledge of performance evaluation and customer service metrics
- Proficient in MS Office and call centre equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Degree in any discipline
- Certified Contact Centre Manager or equivalent qualification will be an advantage
How to Apply?
Interested candidates may send their CV(s) to email mentioned in the contact detail.
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Company Information (Opening jobs)
| Company : | Vattanac Bank |
| Email : | hr@vattanacbank.com |
| Website : |
http://www.vattanacbank.com |
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