• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies (call center system); defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; developing and executing product and service support flow, participate in product and service flow design, user acceptance test.
• Maintains and improves call center operations by monitoring system/staff performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking best practices;
• Participate with product development team to develop product and service support flow for call center staff and other function related.

• At least 3 years’ experience in call center & customer service in banking and MFI sector, Experience in IT operation or accounting related function is advantage
• Graduated in Bachelor Degree on major in Business Administration or E-commerce or IT and FinTech.
• Effective verbal communication in English and Khmer. Chinese is an advantage.
• Strong Customer Service skills, commitment and a desire to satisfy the customer
• Staff management; training/coaching and management experience.
• High-level analytical skills with the ability to think in an environment of change/multi-tasking
• Computer literature (MS. Word, Excel, etc.)