Customer Service Operation Manager

About the role

To ensure desired customer delight by providing satisfactory responses to customer interactions and to achieve contact centre business plan results for revenue and costs.

Key responsibilities

• Manage inbound voice contact interactions for various services.
• Identify work‑process steps and improvement opportunities, test and fully implement them.
• Constantly monitor and review performance metrics to achieve objectives.
• Track and ensure closure of customer complaints.
• Effectively manage contact‑centre operations for consistent performance.
• Identify training needs of agents and team leaders and ensure implementation.
• Manage shift operations, prepare manpower schedules and contingency plans.
• Interface with IT, HR, Training and Quality to collate data and generate MIS reports.
• Recruit, train and retain the team in conjunction with HR for optimum performance.
• Mentor and develop team members.

Required skills

• Good communication skills.
• Fluency in Khmer and English.
• MS Office operating and typing skills.
• Analytical and probing skills.
• Interpersonal and influencing skills.
• Leadership qualities.
• Problem‑solving skills.
• Mentoring skills.