Manager, Call Center

• Provide inputs in the development of annual plan of actions for Call Center team which are in line with vision, mission, core value, goals and objectives as stated in long-term and annual business plan.
• Effectively manage the customer dispute through:
  1. Inbound Calls.
  2. Direct to staff.
  3. other.
• Effectively manage the Tele-calling team in term of Loan Recovery to collect the past due payment.
• Effectively manage the Tele-calling team for fraud prevention in term of calling verification on Loan disbursement & Loan Collection.
• Develop/Refine the manual, process, and work flow for Call Center Team.
• Develop Call Center system to facilitate daily practice.
• Develop/refine/update dispute resolution process to have a timely and responsive mechanism for dispute, feedbacks, suggestions, inquiries and new products/services.
• Develop/refine manual, instruction, process, and work flow for Call Center team.
• Develop “ Organization Management Request” for Call Center system management.
• Manage customer complaint through call center, suggestion box, and direct to staff, and social media.
• Escalate to Customer service team to solve complaint.
• Ensure timely implementation of assigned business projects within timeframe as set.
• Ensure competitive position of institution in the market in term of customer Service and offered products.
• Provide leadership and management behavior and attitudes which exemplify and encourage others to follow WBC Vision and Mission.
• Other tasks will be assigned.

• Bachelor’s degree in the field of Marketing, Banking & Finance, Economics or other related fields.
• Minimum 3 years of progressively work experiences in the field of Call center management, customer service or customer relation management.
• Preferred experience from  Banks/MFIs.
• Good organizational skills showing ability to manage multiple projects or strands of activity simultaneously to deadline.
• Good understanding, speaking and writing in English language.
• Excellent customer service skill and customer-oriented.
• Good knowledge of economics and financial topics.
• Have excellent computer knowledge – word processing, spreadsheet, power point, internet and email.
• Strong communication skill among organization and external institution.
• Good at interpersonal skill.

We offer competitive remuneration package and opportunity for career and personal development.

Apply: job@wb.wp.coolbeans.studio

Phone: 087 666 870

Head Office Address: Building #398, Preah Monivong Blvd, Sangkat Boeung Keng Kang I, Boeung Keng Kang, Phnom Penh.