Contact Center Manager

COMPANY PROFILE:

World Pop Travel & Tour Co., Ltd, one of the leading Travel Agencies in Cambodia, was founded in 2001. We've been pioneering unique journeys in Asia for more than two decades. Across each of the ten countries, we operate in, we've developed in-depth tours that go far beyond the surface to reveal the heart of each destination.

KEY RESPONSIBILITIES:

• 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 customers 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.

QUALIFICATIONS:

• Bachelors 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 companys products, services, and customer service policies

WORKING CONDITIONS

• Monday to Friday 8:00am-12:00pm, 13:00pm-17:30pm
  Saturday 8:00am- 12:00pm