Call Center Supervisor

BRED Bank (Cambodia) Plc., is a subsidiary of the cooperative BRED Banque Populaire, a member of the BPCE Group, the 2nd largest banking group in France, serving more than 31.2 million customers, employing more than 100,000 people worldwide, and counting 9 million cooperative shareholders. 

BRED Bank (Cambodia) Plc is the bank for all the people and businesses of Cambodia who like to keep things simple and easy. We are looking for the qualified candidate who has experience in the banking sector to fill in the below position.

Position: Call Center Supervisor
Location: Phnom Penh

Job Summary: This role is responsible for day to day supporting, coaching and motivate call center agents as they field calls from clients. The Call Center Supervisor will assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive and prepared to act a resource to agents. To succed as Call Center Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communiative and attentive.

Key Responsibilities:

• Training, and preparing call center representatives to respond to customer questions, complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team member to support agents and maximize customer satisfaction.

Education and Experience Requirements:

• Minimum Bachelor Degree or equivalent, especially in management.
• Experiences in call center, customer service or supervisory.
• Proficiency verbal and written communication skills both English and Khmer, French language is plus.
• Strong understanding of banking products, policies and services operation.
• Ability to coach, train, and motivate team and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Open availability Mon through Sun and work rotation within 24hrs

Core Competency Requirements:

• Critical thinking is imperative.
• Decision-making is when to proceed.
• Problem-solving is to measuring and resolve conflicts before or after they arise.
• Reasoning is require going beyond the information that’s given to draw conclusions.
• Multi-tasking ability is being able to accomplish all tasks effectively requires a high level of multi-taking aptitude.

HOW TO APPLY

Interested candidates, please submit your resume to this email address: [email protected]