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Contact Center Manager- NPT

KBZ Bank

Contact Center Manager- NPT

KBZ Bank
Recruiter active 1 day ago The recruiter at this company was last active reviewing applications.
Myanmar - NayPyiTaw
Full Time
Verified This job has been verified by the company as a real job vacancy.
10 Sep 2021

Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

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.

  • Leads the overall performance of contact center for assigned product and ensures that agreed KPIs are met and SLA’s are adhered to.

  • 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.

  • Single point of contact between for assigned contact center.

  • Keep abreast with up-to-date knowledge of emerging trend in contact center operations management.

  • Provide guidance to Customer Service Agents to resolve customer’s complaint through identification of problems, suggesting best solution and following up to ensure resolution 

  • 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

Open To

Male/Female

Job Requirements

Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy .

  • At least 5 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.

  • Ability to command both spoken and written in Myanmar and English.

  • Strong knowledge in Microsoft Office and Customer Service Center related applications.

  • Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.

  • Results-driven, reliable and proactive

What We Can Offer

Benefits

International Standards

Highlights

Internatonal Standards

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

KBZ Bank
THE STRENGTH OF MYANMAR

**Winner of EUROMONEY Award for Excellence consecutive years 2014, 2015, 2016: Best Bank in Myanmar**

Kanbawza Bank (KBZ Bank) Limited, part of the KBZ Group of companies, is Myanmar's largest bank. Established in 1994 in Taunggyi, initially the bank catered the local area and in 1996, after present management acquired the organization, the group expanded to become Myanmar's largest financial institution, currently employing over 17,000 people.

KBZ Bank is part of the KBZ Group, one of Myanmar's largest and most successful conglomerates. The Group has a proven track-record of operating according to industry best practices, as recognized in 2014, when the Myanmar Centre for Responsible Business awarded the KBZ Group of Companies as the most transparent company in the country. It is the first Myanmar bank in history to have International Representative offices in Thailand, Singapore and soon Malaysia.

Purpose
We are driven by a simple aim. As the largest Bank in Myanmar, we are committed to enhance the quality of lives of the people in Myanmar, through financial inclusion. And in that becoming the Best Managed Bank in the World! Join us in this journey to positively impact the community and the nation.

Fulfilling Career – Today and Tomorrow
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

Personal Challenge
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

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Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

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