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We will be recruiting for this position at the upcoming JobNATION job fair Yangon on 21st-March-2026 at Novotel Hotel Yangon. If you apply for this job now and are shortlisted, then please come to the job fair and we will have an interview booth ready for you.

Job Purpose

The AM / Manager Call Center In-Charge Operation is responsible for managing Call Center operation to achieve core KPIs of Call Center, focusing on improving the Call Center service quality, establishing, and communicating service metrics; monitoring and analyzing results; and managing vendor as well as incorporating with internal relevant stakeholders. Moreover, he/she has to support quality assurance of Call Centers following COPC benchmark and CFS guidelines without compromising the quality.

• Ability to manage and maintain high standards of customer service.
• Drive operations to achieve Call Center KPIs: Quality, CFS, SLA and Abandon rate.
• Manage all Quires, Requests and Complaints (QRC) related issues from Call Center
• To be responsible for leading a team to ensure exceptional customer experience, handling escalated customer inquiries or issues, maintaining a professional and empathetic demeanor in resolving conflicts, and implementing strategies to enhance customer satisfaction and retention.
• Develop, implement, and improve process and escalation Matrix for QRC
• Feedback operation highlights to vendor for action and improvement
• Actively participate in knowledge sharing and training for service quality improvement
• Manage and drive upselling for Call Center operation.
• Manage vendor for required resource readiness (recruiting, screening, selecting, orienting, training, coaching, counseling, disciplining employees, monitoring and reviewing their job contributions)
• Analyze call trends and prepare Call Center performance reports
• Manage and oversee Quality Assurance processes including call monitoring, audits, and service improvement initiatives and share weekly/monthly quality score report by Program Level Auditing.
• Participate in side-by-side monitoring/coaching sessions/TTT training/new batch agent training/agent updates meetings.
• Manage to review quality data according to existing documents, process, principles, procedures, COPC Parameter/Weightage.
• Manage contingency and emergency situations to ensure smooth and uninterrupted call center operations.
• Collaborate with internal stakeholders and vendors to continuously improve service quality and operational efficiency.
• Open to new challenges and proactive in executing ad-hoc activities
• Be accountable for other tasks assigned by immediate superior
• Able to travel and perform as per business requirement

Education

• Any bachelor’s degree (Preferable: Business/ Computer Science/ Engineering/ Statistics Degree)
• Certification in COPC/CSP will be added advantaged

Experience

• Minimum 5 years of experience in Telecom or Service Industry (Preferable: Familiar with contact center operations and its key drivers)
• Experienced in Managing Vendor management 

Key Skillsets (3 - 5 skillsets)

• To have excellent service mindset and communication skills.
• Good knowledge in Application Software such as MIS and CIM, CISCO, Jabbar, Microsoft Word, Excel and/or similar
• Fluent in English (4 Skills)
• High proficiency in executing management and social skills
• Possesses effective motivational and leadership abilities that encourage positive team outcomes
• Good interpersonal skills and valued teamwork
• Able to travel independently