Responsibilities As a Contact Center Training and Quality Specialist, he/she will be responsible for designing, implementing, and delivering training programs to new and existing contact center agents, as well as monitoring and evaluating their performance to maintain and enhance service level standards. Training Program Development and Training Delivery Develop comprehensive training materials, including manuals, presentations, and multimedia content, tailored to the specific needs of contact center agents. Design and implement training programs covering customer service techniques, product knowledge, communication skills, and relevant software/systems operation. Conduct engaging and interactive training sessions for new hires and existing agents. Align with the IT team for new agent’s onboarding process for Operation Support System requirements. Responsible to control Fixed Assets (Devices / Equipment) using in Contact Center Day to Day Operations. Quality Assurance and Reporting Develop and implement quality assurance processes and standards for evaluating customer interactions, including inbound, and outbound calls and chats (Digital Care). Monitor contact center activities to identify areas for improvement and address performance gaps. Conduct regular audits of agent interactions to ensure compliance with quality standards, regulatory requirements, and company policies. Performance Analysis and Reporting Analyze performance metrics and trends to assess the effectiveness of training programs and identify opportunities for improvement. Prepare and present reports on training outcomes, quality assurance findings, and recommendations for management review. Collaborate with a recruitment agency to develop action plans based on performance insights and drive continuous improvement initiatives. Training Evaluation and Feedback Conduct post-training evaluations to measure knowledge retention and skill proficiency and incorporate feedback into future training enhancements. Provide constructive feedback to agents on their performance, highlighting strengths and areas for development, and support their professional growth. Customer Satisfaction Score Able to Drive Contact Center’s overall CSAT Score to 90% & above and maximize the CSAT Survey Answer Rate as much as possible.
Job Scope: Ensure development of program management policy, strategy, and execution roadmap, in order to understand strategy and execution roadmap, according to function’s policies and frameworks, as well as to ensure alignment and compliance with legal regulations and with organization’s overall direction, standards and governance. Principle Accountabilities: Develop high-level corporate project/program management master action plan, according to function’s strategy and execution roadmap, in order to direct and guide corporate strategy and cross-group projects. Develop and conduct high-level corporate project plan, including scheduling, budgeting, and resource planning, to ensure synchronization of related project activities with other groups, time frame and resource utilization as per determined. Execute complex corporate strategic and cross-group project activities, and provide assistance, if required to ensure effectiveness of delivery of project aligning with objectives within determined timeline, budget and expected outcome. Accommodate high-level coordination and facilitation of project activities with cross functions or groups, in order to ensure smooth implementation. Anticipate and deal with complicated risks and concerns that may occur during project period to deliver the expected outcome of the project and mitigate any threats in quality. Review and implement project end to end delivery and sign-off, within project scope, timeline, and (if any) other requirements that were agreed upon, to ensure project completion and efficient work transfer to operational users. Perform other activities regarding program management, including ensuring quality of coordinating program meetings and conferences between both internal and external stakeholders and circulate MoM/ status reports to enhance effectiveness of communication and progress of projects, to facilitate smooth business operations. Collaborate with other departments/teams and CxOs to facilitate analysis and identify process improvement opportunities. Support senior members in activities that facilitate participation in business planning process and proactively identify opportunities to advance the success of the business. Be accountable for other certain works as assigned from immediate superior level.
Job Purpose: We are looking for a Broadband Product & Partnership Manager, involves overseeing the development of broadband products and managing strategic partnerships to enhance our service offerings. Responsibilities Lead and collaborate closely with engineering, production, marketing, operation and sales teams in the development, QA, and release of products, and balance resources to ensure success for the entire organization. Lead the creation and improvement of broadband products. Create product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI. End to end responsibility for product enhancements and updates to identify new business opportunities. Identify and manage strategic partnerships to expand service offerings and drive growth. Anticipates industry trends, direction, innovation, analyses potential impacts or opportunities to customer / product, and incorporates analyses into product process. Analyze the market trends/insight and full fill customer needs to inform product development and partnership strategies. Work closely with cross-functional teams and external partners to ensure successful product launches and partnership implementations. Make sure to achieve set and agreed product revenue to meet specified financial goals.
Assistant Manager/ Manager, Transport Network Architecture Engineer Job Purpose: To perform activities in design, planning, implementing, and budgeting of Access Transport Network (e.g. Microwave, VSAT, and IPRAN) to ensure transmission network quality, alignment of Access Transport operations as well as processes with network strategies and policies. Principal Accountabilities: Ensure understanding Access Transport engineering policy and procedures, to understand tasks needed to be carried out, according to function’s policies and frameworks, as well as to ensure alignment and compliance with legal regulations and Company’s overall direction, standards and governance. Perform activities in developing detailed design and operation processes for IP Access Transport Network (IPRAN), Microwave and VSAT network to ensure efficiency, reliability, stability, and robustness of Access Transport operations as well as transmission network quality. Coordinate with cross functions, manage service partners and other partners (e.g. OEM, Fiber company, VSAT etc..), to provide guidelines for efficiently designing, developing, and implementing of Access Transport Network. Perform activities in developing and periodically revising capacity planning and integrated solution architecture design for Access Transport Network elements, in order to ensure effectiveness and standardization of solution in all Access Transport related technical issues. Perform activities in developing and periodically revising detailed design for network elements within targeted capacity plan and security platform to ensure optimization of network quality, stability, and reliability as well as transmission network quality. Coordinate key activities with Operations and perform high-level tasks to support second tier incident and third tier problem management, to sustainably resolve incidents and problems at its root causes, as well as to optimize quality and performance of network. Coordinate key activities with vendors regarding relevant network issues, including expansion and rollout issues, to facilitate effective business operations of the function. Carry out other activities that support process of network development and maintenance, including aggregating documents and reports to facilitate, as well as to support new architecture, configuration, and evaluation to ensure readiness in system, in order to effectively support business operations. Perform activities to track, monitor, evaluate and periodically review the overall processes of IP access transport network development and management, in order to identify improvement opportunities, to ensure optimization of the operation Ensure that one own area of assignments and contributions are appropriate to meet organization needs while pursuing improved performance Continuously update oneself with changes in related trend, which affect tools, processes, systems, and frameworks relevant to the role, in order to maintain knowledge levels required to perform tasks Collaborate with other departments/teams to facilitate analysis and identify process improvement opportunities Be accountable for other certain works as assigned from immediate superior level.
VP, Head of Financial Planning & Management Reporting Job Purpose: We are looking for a experience, talented finance professions who will need to lead financial planning and forecasting process, strategic planning and delivering insight through management and analysis ensuring that this evolves to meet the needs of the business. Principal Accountabilities: Manage the production of financial reports reflecting actual performance against budget on a monthly basis. Prepare presentation material for Board meeting. Strong business acumen and a deep understanding of the organization’s industry, market dynamics, competitors, and emerging macroeconomic trends. Provide financial and operational analysis and insights to senior management for better understanding of company performance. Responsible for coordinating capital budget expenditures with departments. Manage an investment committee that governs and oversea the capital investment plan linked to long-term business strategy. Manage Authority Matrix policy ensuring ‘zero tolerance’ of financial compliance. Lead annual strategic financial planning and forecasting of business performance, as well as managing the delivery of high quality financial and management information to the Board and executive team. Oversee the development and maintenance of financial models for in-depth analyses, as well as ensure their quality, timeliness and accuracy. Complete Ad-hoc projects on requests. Core competencies: Critical thinking with a keen analytical eye and experience building integrated financial model from scratch in excel and working with large sets of complex data and source of information. Exceptional analytical capabilities and business acumen with the ability to simplify and distill complex business information in a consumable way. Be curious & out of box thinking Functional competencies: Deeps understanding of financial reporting standards and regulatory requirements in the industry. Demonstrate cashflow management experience. Advance excel experiences including power query, power BI, power pivot tables and formulas. Soft skill & Behaviors competencies: Excellent communication skills to articulate financial concepts and insights to non-financial stakeholders, including senior management and board members. Capacity to build strong relationships with internal and external stakeholders, manage expectations, and influence decision-making process. Leadership competencies: Effective leadership skills to inspire, motivate and manage a diverse team of financial professionals. Ability to provide guidance and support and foster a collaborative and high-performance work environment. Strong interpersonal skills
Responsible for End-End ownership of Mass Market voice Performing product planning, developing, launching, and monitoring the entire product life cycle management and GTM planning Measuring the products’ performance with the deep drive on the customer behavioral changes Monitoring the competitions intervention of Core product Designing and executing the regulatory compliance offers in price sensitive and competitive market. Analyze and developed the technical requirement and design the product detail at required IT systems and rollout. Managing the customer complaints related issue.
Code of Conduct To assist the Head of BRM manage the operation of ATOM Myanmar Compliance Program To develop, initiate, maintain, and revise policies and procedures for the general operation of the compliance program and its related activities to prevent illegal, unethical, or improper conduct in ATOM Myanmar. This includes monitoring, risk assessment and key controls. To keep abreast of regulatory developments with market trends, issues, laws, regulations relevant to the Ethics & Compliance function To monitor with lead from Head of BRM the periodic systematic assessment of Code of Conduct To develop and deliver annual Code of Conduct Training and Awareness programs. To develop and implement, in collaboration with the internal communications function, the annual Code of Conduct Communication Plan outlining training programmes, information campaigns and awareness sessions. To initiate and coordinate procedures such as testing of Code of Conduct-related controls by external auditors, periodic evaluation by Internal Audit, continuous monitoring programmes built into information systems, surveys among employees, external quality assurance reviews and self-assessments to monitor the effectiveness of the Compliance programs to ensure fit for purpose. Compliance Management and Whistleblowing Compliance to receive the reported concerns from internal/external whistleblowers as an alternative channel and manage concerns via ATOM Whistleblowing channel “Integrity Hotline” in consultation with Internal Audit & Investigation. To assess risks associated with the reported concerns and notify relevant parties as defined in the Manual – Handling of Reported Concerns To participate in the Investigation sounding board and advise internal investigation/ fact finding of all non-compliance incidents captured by Integrity Hotline and Compliance function. To review and assess the non-compliance incidents’ investigation outcome/ fact findings carried out by Internal Audit &Investigation Based on the substantiated facts, to recommend corrective and/or disciplinary actions for non-compliance incidents to Ethics and Compliance Committee. To be a member of the Ethics and Compliance Committee. To monitor and follow up the implementation of disciplinary and corrective actions, and carry out effective closure of non-compliance incidents in the Case Management System Governance To coordinate with ATOM Myanmar policy owners and managers for policies and manuals review ensuring the Governance framework are actively promoted in the company. To develop reporting templates to ensure information flow from the Policy Managers to Head of BRM, the Board, and the senior management on compliance matters. Anti-Corruption To monitor policy, adequate procedures, and internal controls in place to prevent ATOM Myanmar from being involved in corruption. To assist the Head of BRM implement Anti-Corruption programs, including implementation of risk assessment processes, training and awareness campaigns. To observe changes in applicable laws and regulations relating to anti-corruption and make sure internal requirements are aligned. Other To ensure that all company records relevant to the Ethics & Compliance function are retained in an accurate and confidential manner. To work with the Human Resources Department and others as appropriate to develop an effective compliance training program, including appropriate introductory/ onboarding training for new employees as well as ongoing training for all employees and managers.
Develop and execute a comprehensive product strategy for gaming, data, platform, digital products, value-added services, and gaming network experiences, aligning with company goals and market trends. Conduct in-depth market research to identify opportunities and challenges in the gaming industry, leveraging insights to drive product innovation. Lead the end-to-end product development lifecycle, from ideation to launch, collaborating with cross-functional teams to deliver high-quality and customer-centric solutions. Prioritize product features and enhancements based on customer feedback, market demands, and business objectives, ensuring a competitive edge in the market. Deep focus on the user experience by collaborating with design and UX teams to create immersive, intuitive, and engaging gaming experiences and digital services. Develop and implement effective monetization strategies for gaming products, value-added services, and digital offerings, optimizing revenue streams while delivering value to customers. Drive the development of data products and services that leverage customer insights and network capabilities to enhance gaming experiences and deliver personalized services. Collaborate with network engineering teams to optimize gaming network performance, ensuring low latency, high reliability, and seamless connectivity for gamers. Identify and establish strategic partnerships with game developers, content providers, technology partners, and third-party service providers to enhance our product offerings and extend our reach in the gaming ecosystem.
Position Purpose The Product Manager will share responsibility for product vision and planning and manage the development of the product line. Designing and developing new products for ATOM Pay and enhancing the existing products with data driven strategies defined by the external and internal stakeholders of ATOM Pay. Laise with the development team, testing team and vendors for delivering the right products and solutions for the business. The candidate must have excellent interpersonal skills and be ready to work under pressure with a multinational culture. Product management experience is required for this role. Key Result Areas MFS product development and enhancement of existing products. Quality of requirement gathering & Clarity of the requirement documentation. Innovative product development with data analytics and data driven methodologies. Managing and maintaining the product roadmap for each product domain. Problem Solving mindset. Quality Assurance of the products delivered. Project Management, Stakeholder Management and Communications. Process Improvement and Efficiency. Stakeholder Satisfaction and Quality Delivery. Key Responsibilities and Accountabilities Own and drive the product development life cycle for assigned strategic projects to ensure customer experience and business objectives using agile and waterfall methods. Collaborate with clients, internal, external stakeholders to elicit, document, and analyze business requirements. Conduct interviews, workshops, and surveys to gain a deep understanding of client needs. Create clear and comprehensive requirement documents, including functional and non-functional requirements, use cases, and user stories. Ensure that requirements are detailed, well-structured, and traceable. Uses analytics and data driven methodologies to monitor product KPIs and ensure success metrics are being met, identifies opportunities for enhancements and innovative products based on results. Act as a liaison between business stakeholders and the development team, ensuring effective communication and understanding of project goals. Present findings and recommendations to both technical and non-technical stakeholders. Ensure the quality of products delivers with proper quality assurance process and release management processes. Support product deployment, product enhancement and go-live activities (this will involve regular participation in non-business hours operation). Give product training to the stakeholders and make sure the process is seamless and simple. Participate as a member of the technology team in IT governance processes and solution delivery. Facilitate communication between teams to ensure the success of your team and foster learning in your team through continuous training. Suggest new processes and document reoccurring processes that will help streamline product development. Drive the entire product delivery to keep projects on track. Collaborate candidates interviews to build best in class innovative technology product team.