Head of Calll Center and QA

Campany LY HOUR PAY PRO PLC
Website http://www.lyhourpay.com
Phone 096 9955633
Adress No. 85-88, St. Kim Il Sung (289), Sangkat Boeng Kak II, Khan Toul Kork, Phnom Penh.

Level Bachelor Degree Term Full Time
Hiring 1 Sex Unlimited
Salary ($) Negotiate Age
Type Contract/Temp Location phnom penh
Job Category Accountancy Job Views 223
Publish date 02-Oct-2020 Close Date 31-Oct-2020

LY HOUR PAY PRO PLC is licensed by National Bank of Cambodia to carry out operation as Third Party Processor. Our main products and services are money transfer and payment services which are delivered to our valued client through our national wide agent network in Cambodia. Ly Hour Pay Pro PLC has its strong commitment, long term business vision and strategies. To support company growth, we are currently seeking for a dynamic, energetic, committed and experienced candidate to join our professional team for the following positions:

Position: Head of Call Center and QA
# Position: 01
Location: Head Office, Phnom Penh

MAJOR RESPONSIBILITIES:

 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.
 Participate product development stage UAT to ensure maximize user satisfaction with new product
 Works with Internal and External team to ensure that Call Center operation is smooth.

1. 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
2. Graduated in Bachelor Degree on major in Business Administration or E-commerce or IT and FinTech.
3. Effective verbal communication in English and Khmer. Chinese is an advantage.
4. Strong Customer Service skills, commitment and a desire to satisfy the customer
5. Staff management; training/coaching and management experience.
6. High-level analytical skills with the ability to think in an environment of change/multi-tasking
7. Computer literature (MS. Word, Excel, etc.)

How to Apply:
Interested applicants should submit CV, cover letter; photocopies of relevant formal education certificates and personal document such as citizen ID card/birth certificate and family/staying book to HR department in Ly Hour Pay Pro Plc address Lot # 243-244, Street 598, Sangkat Toul Sangke, Khan Russeykeo, Phnom Penh, or by email: hr@lyhourpay.com and Tel: 087 42 1111/099 907 799
Only short listed candidates will be notified. Applications and CVs will not be returned.

Name Hout Sokngim
Phone 087 42 1111/099 907 799/ 011 898 081
E-mail sokngim.hout@lyhourpay.com

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