ROLE PURPOSE

• We are looking for an experienced Customer Care Manager to provide excellent inbound and outbound call customer service management throughout Customer Care Center in which running an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and growth and to meet their expectations and responsible for overseeing and management teams of Customer Care Champions and Specialists.

JOB RESPONSIBILITIES

• Improve customer service experience, create engaged customers, and facilitate customer growth for inbound and outbound 24/ 7 call management at Customer Care Center
• Create and develop our value-added customer service and experience like one stop customer service for inbound and outbound calls at Customer Care Center that drive to Yoma Customer Care Journey
• Deliver Customer Care Center Smart Goals and KPI and deploy strategies focused on that Bank Strategy
• Manage resources effectively and utilize assets to achieve smart goals and KPI of Customer Care Center
• Take ownership of customers issues and complaints and follow problems through to resolution with great and excellent customer service response in the end-to-end customer care journey
• Keep accurate records and document customer service actions and coordinate and collaborate multiple with related departments to handle customer complaint throughout customer care team to success the end-to-end customer care journey
• Keep ahead of Bank strategy developments with proactively manner to lead by example and apply best practices in the areas of improvement at Customer Care Center Performance and Achievement
• Develop and follow standard operational procedures, policies and instruction of Customer Care Center that empowerment as best practices throughout Customer Care Team
• Maintain an orderly workflow and resource management with 24/7 duty assignment according to priorities the improvement of operation and service performance at Customer Care Center
• Analyze statistics and compile accurate Customer Care Center performance and reports to align Quality Assurance Analyst and effectively and efficiently report to Head of Customer Care Center to support business requirement and improvement of Bank and Customer Care Center
• Adhere to and manage the approved budget with administrative team
• Develop, manage and coach successful Customer Care Champions and Specialists teams that deliver an exceptional customer experience
• Responsible for overseeing and management team of Customer Care Champions and Specialists to improve better quality of customer service for inbound and outbound call and customer handling performance to meet customer satisfaction and experience
• Monitor and control the compliance and risk culture at Customer Care Center operation and service process
• Recruit, mentor and develop Customer Care Champions and Specialists and nurture an environment where they can excel through encouragement and empowerment
• Align and provide feedback and discussion with Customer Care trainer and related department about update products and services for the improvement of Customer Care Champions and Specialists training programs

• Undergraduate degree with more than 10 years related experience and /or training or equivalent combination of education and experience
• Be proficient in Advance MS Office Suite (Word, Excel, etc.)
• Proven working experience as a Customer Service Manager at Call Center Management and related banking industry service
• Minimum five-year managerial role experience and strong customer service experience organization within a regulated environment
• Customer service orientation
• Excellent knowledge of management methods and techniques of inbound and outbound call management
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Familiarity with CRM systems and practices
• Data Analytics and Reporting
• Telecommunication
• Ability to think strategically and to lead team
• Strong customer-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Interpersonal Skills
• Good listening, verbal and writing skills.                                      
• Persuasion - Persuading others to change their minds or behavior.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Planning and Scheduling
• Resource Management
• Project Technical Knowledge
• Budgeting Management and Planning
• Time Management
• Proficiency verbal and written in English and Myanmar