Manager, Call Center

ទីតាំង: Head Office

មុខតំណែង: Manager, Call Center

ផុតកំណត់: ខែ​តុលា 31, 2022

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កាតព្វកិច្ច និងទំនួលខុសត្រូវ

  • 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.

Requirement Competencies

  • 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.

Benefit Packages

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


Phone: 087 666 870

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