- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with bank 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 and emails. - 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 operation team and management team members to support agents and maximize customer satisfaction

- Bachelor in management and other related fields - Call center, customer service, or supervisory experience may be required. - Proficiency with technology, especially computers, software applications, and phone systems. - Exceptional verbal and written communication skills. - Proficient in English and Khmer; knowledge of additional language such as Mandarin Chinese will be an advantage. - Strong understanding of company products, policies, and services. - Ability to coach, train, and motivate employees 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.