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Contact Center Manager

Company

Smart Axiata Co., Ltd.   

type

Private Limited Company

Function

Telecommunication

employees

>1500

Location

Phnom Penh

Level

Top

Term

Full Time

Year of Exp.

4

Function

Customer Service

Hiring

1

Industry

Telecommunication

Salary

Negotiable

Qualification

Bachelor Degree

Sex

Male/Female

Language

English-- Excellent   

Age

~

Location

Phnom Penh;

Publish Date

Sep-04-2019

Closing Date

Oct-04-2019

Job Description

  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.

Job Requirements

  - 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

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Contact Information

Contact Person

Mony Veachesa

Phone

010202652

Email

jobs@smart.com.kh

Website

https://www.smart.com.kh/careers

Address

No464 A, Monivong Blvd, Sangkat Tonlebasac, Khan Chamkarmoan, Phnom Penh

Company Profile

Smart Axiata Co., Ltd., Cambodia’s leading mobile telecommunications operator, currently serves 8 million subscribers under the ‘Smart’ brand. Smart Axiata is part of Axiata Group Berhad, one of Asia’s largest telecommunications groups.

Smart is at the forefront of mobile technology advancement in Cambodia. Smart was the first network to introduce 4G LTE in 2014, 4G+ in 2016 and 4G+ with HD Voice (VoLTE) in early 2017. In mid-2017, Smart introduced cutting-edge 4.5G, manifesting its data leadership position in Cambodia. Smart also provides 2G, 2.5G, 3G and 3.75G mobile services as well as international roaming across more than 190 countries. Its extensive nationwide network coverage stretches to more than 98% of the Cambodian population.

The company is also rapidly transforming itself into a digital lifestyle brand, having introduced many innovative offerings and lifestyle entertainment value propositions. This includes various international partnerships, with brands as diverse as Universal Music, Apple, Facebook and iflix, as well as digital services including SmartLuy, Smart Insurance, SmartPay, Smart Music and SmartNas. Smart aspires to become Cambodia’s Digital Champion, while playing an active role in socio-economic growth.

The company’s workforce consists of more than 1000 local and foreign experts. Smart is committed to its customers, employees and the people of Cambodia, in delivering its promise of enriching their lives through world-class networks, exceptional digital experiences and through significant corporate social responsibility engagements.

Service hot line :

023 969 088 / 023 91 90 86 / 023 91 90 87 / 02391 90 89

Operating Hours : Mon-Fri (8:00 am to 5:00 pm)

Email : jobs@camhr.com.kh

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