Call Center Manager (1 positions)

  • Location Phnom Penh
  • Salary Negotiable
  • Number of Hiring 1
  • Working Term Full Time
  • Closing Date Jan 1, 2018
  • Job Description

      -Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
    -Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
    -Prepare reports for different departments or upper management
    -Collect and analyse call center statistics
    -Assume responsibility of budgeting and tracking expenses
    -Ensure that all employees follow the company’s best practices for call center management and operation
    -Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
    -Coaching, and motivating people at pace.
    -Ensuring that all staff are kept informed of legislation, new working practices and technological changes.
    -Identifies and resolves customer issues as well as participates in routine communications with clients to ensure complete customer satisfaction
    -Ensure proper recruitment, training, staffing and technology to handle call volume, contractual requirements and interviewing of new members.
    -Providing reports on various aspects of staff performance to other members of the management team and upper management.
    -Manage and organize staffs monthly schedule
    -Fully comply and respect Company Policy & internal regulations
    -Other duties as assigned

     

    Job Requirements

      -Knowledge of performance evaluation and customer service metrics
    -Solid understanding of reporting and budgeting procedures
    -Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
    -Proficient in MS Office, computer and network operating system and call center equipment/software programs
    -Outstanding communication and interpersonal skills
    Excellent organizational and leadership skills with a problem-solving ability
    -Positive and patient
    -Experience with scheduling for 24/7/365 operation
    -Excellent communication, presentation, and administrative skills with exceptional interpersonal skills
    -Demonstrated ability to lead the activities of 30+ employees operating across a variety of shifts, and strong team orientation
    -Strong analytical skills
    -Patient listening and strong conciliation skills
  • Contact Information

  • Company Name DTV Star Co., Ltd (Digi)
  • Contact Person Ms Eang Sereivuthea
  • Phone 098 800 781 | 087 666 564
  • Email jobs@digi.com.kh
  • Website http://www.digi.com.kh
  • Apply Now