Digi is providing high-quality, cutting-edge communication and entertainment technologies to home and business customers in the greater Phnom Penh area.

• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office, computer and network operating system and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Experience with scheduling for 24/7/365 operation
• Excellent communication, presentation, and administrative skills with exceptional interpersonal skills
• Demonstrated ability to lead the activities of 30+ employees operating across a variety of shifts, and strong team orientation
• Strong analytical skills
• Patient listening and strong conciliation skills

• Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
• Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
• Prepare reports for different departments or upper management
• Collect and analyse call center statistics
• Assume responsibility of budgeting and tracking expenses
• Ensure that all employees follow the company’s best practices for call center management and operation
• Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
• Coaching, and motivating people at pace.
• Ensuring that all staff are kept informed of legislation, new working practices and technological changes.
• Identifies and resolves customer issues as well as participates in routine communications with clients to ensure complete customer satisfaction
• Ensure proper recruitment, training, staffing and technology to handle call volume, contractual requirements and interviewing of new members.
• Providing reports on various aspects of staff performance to other members of the management team and upper management.
• Manage and organize staffs monthly schedule
• Fully comply and respect Company Policy & internal regulations
• Other duties as assigned