រាយការណ៍ជោគជ័យ

1. Call Center Operations Supervision & Coverage Manage daily staffing schedules, adherence, queue monitoring and workload allocation to meet SLAs. Ensure agents follow call scripts, SOPs, privacy requirements and escalation protocols. Coordinate daily briefings and operational updates; manage backlog and prioritize critical issues.

2. Quality Assurance, Coaching & Performance Management Conduct call monitoring and QA reviews; provide coaching and corrective guidance to improve quality and accuracy. Support onboarding and continuous training; identify capability gaps and drive improvement plans. Manage performance issues and discipline fairly with proper documentation.

3. Escalation Handling & Incident Support Handle escalated calls/cases and coordinate resolution with Backend Support, Technology and Risk & Compliance.

Support incident response communications and ensure customer messaging is consistent and approved. Ensure evidence capture for major issues, disputes and investigations.

4. KPI Reporting & Continuous Improvement Track and report KPIs (SLA, AHT, adherence, CSAT, QA, backlog) and highlight trends and risks to management. Identify recurring call drivers and propose process/system improvements with relevant teams. Maintain and update call center knowledge base, scripts and escalation guides.

5. Governance & Control Discipline Ensure documentation discipline and compliance with internal controls and data privacy requirements. Promote integrity, confidentiality and professional conduct across the team.

Education & Qualification:

• Bachelor’s degree in Business, Communications, Management, or related field is preferred.

Experience (Essential)

• 4+ years of contact center experience with at least 1–2 years in a supervisory/team lead role.

• Strong coaching and performance management capability; strong customer service mindset.

• Experience managing KPIs and operational reporting; strong documentation discipline.

• High integrity and confidentiality due to customer data handling.

Experience (Highly Preferred)

• Experience in fintech/banking/telecom contact operations or regulated service environments is an advantage.

• Experience with contact center systems, workforce management tools, and QA programs is an advantage.

Skills & Competencies

• Strong leadership, communication and conflict resolution skills.

• Strong planning and prioritization; calm under pressure during escalations and incidents.

• Data-driven mindset and ability to drive continuous improvement.

WORKING CONDITIONS

• Shift work may be required to support service coverage; may require extended hours during incidents or peak demand.

• Strict confidentiality and customer data privacy compliance is mandatory.