The role is responsible for overall Contact Center Operation Management for Bank customers including day to day operation, delivery of training and quality assurance. The role focuses on strategic workforce management and saving cost also.

• Contact centre KPI such as SLA, Abundance, productivity and Repeat Calls etc.
• Critical Operation Escalation Management.
• Social Media, email and other source Q/R/C Management.
• Single point of contact for Contact centre internal Operation.
• Workforce roistering, attendance and punctuality monitoring.
• Agent’s productivity monitoring, briefing update information and coaching.
• Collection of data and preparation Customer Service Operation Performance Dashboard.
• Motivate team and minimize attrition rate.
• Keep abreast with up-to-date knowledge of emerging trend in Customer Service Operations Management.
• Ensures effective resource planning through staff recruitment.
• Do call forecast and do resource planning in coordination with HR.
• Participate in budget meeting with correct year ahead call forecast and resource management.
• Ensure administrative costs under control, timely maintenance, and utilities are managed well.
• Highlight critical operational issues to reporting manager whenever necessary.
• Monitor frequent technical failures and highlight to DVCGM for support.
• Ensure Quality and training celebration happens on weekly basis for better performance management.
• Review team performance on weekly/Monthly/Quarterly basis. Manage the direct reportees and team leaders.

• Possess at least a Bachelor& Degree,
• Post Graduate Diploma or Professional Degree in Business Studies /Administration / Management, Finance / Accountancy/Banking or equivalent.
• Ability to command both spoken and written in Myanmar and English.
• Strong knowledge in Microsoft Office and contact center related applications.
• Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.
• At least 5 year(s) of working experience and managing a large team in the related field is required for this position.
• Experience working in contact centre of banking / financial services would be an added advantage.