The role is responsible for overall contact center including day to day operation, delivery of training and quality assurance. The role holder will assist in establishing contact center objectives, provide team members with opportunities to expand knowledge in an effort to deliver superior customer experience.
• Develops KPIs for day-to-day activities of contact center and ensures that agreed KPIs are met and SLA’s are adhered to.
• Provide guidance to Customer Service Agents to resolve customer’s complaint through identification of problems, suggesting best solution and following up to ensure resolution
• Conducts training to Customer Service Agents for up-to-date knowledge in product and service; contact center operations; and high level customer experience.
• Maintains quality assurance, risk and compliance of contact center for assigned product that includes but not limited to calls, FB page and email.
• Conducts effective resource planning to maximize productivity of resources.
• Coordinates the team duty roster and monitoring attendance.
• Keep abreast with up-to-date knowledge of emerging trend in contact center operations management.
• Actively monitors and maintains high level of customer satisfaction through continuous reinforcement and improvement of service standards.
• Prepare report periodically by collecting and analyzing customer information

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.
• At least 3 year(s) of working experience and managing team in the related field is required for this position.
• Experience working in Customer Service Center of banking / financial services would be an added advantage.
• Proven experience in customer service
• Ability to command both spoken and written in Myanmar and English.
• Proficient in MS Office and contact center equipment / software.
• Self-motivated, patient and positive
• Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.