Assistant Manager, Digital Care Operation Management and Quality Assurance

Job Purpose

Assistant Manager Digital Care Operation and Quality Assurance is responsible for managing Digital Care Operations to achieve speed of response (ART) and service quality provided thru Facebook, Live chat, Viber and Email. Responsibilities also include monitoring agent’s performance on daily productivity and accuracy of response on customer queries, requests and complaints. Conduct daily briefing to team for updating the information and one on one coaching if agent needed additional care. Moreover, he/ She has to ensure the quality of the service delivery to be in line with the COPC quality benchmark and drive to achieve customer satisfaction score (CSAT).

Principal Accountabilities:

• Driving agent’s response and service quality on Live Chat, Comments, Wall Post, Viber and Email to customers’ queries, request and complaints.
• Facebook wall/comment responding and monitoring to have higher level of service quality on ATOM official Facebook page.
• Handling Care email care@atom.com.mm by providing accurate and timely response to customer’s queries, requests and complaints.
• To monitor the flow of customers queries, requests and complaints smoothness and proper close looping with the right resolution within the set timeline to the customers.
• Calibration with operation team and individual agent on findings and utilize the findings for improvement of agents’ service quality.
• Evaluating digital care agent’s performance and conduct training if required.
• Analyzing the service quality and report observations to digital care team and CS management.
• Make sure digital care agents are following the Standard Operation Procedure, standard reply and used correct FAQs which provided by relevant stakeholders.  
• Monitor agent’s reply for accuracy and politeness to have customer satisfaction.
• To have understanding and supporting on digital platform (Ring Central) related matters.
• Supporting on products/information scripts preparation for digital care team and sharing in timely manner.
• Respond to instructions to undertake specific tasks to assist senior members in the completion of projects or assignments.
• Share the weekly and monthly Quality Score Report with Agent Level Checking and share with management.
• Manage to review quality data according to existing documents, processes, principles, procedures, and COPC Parameter/Weightage.
• To address customer comment /feedbacks regarding agent’s service related matters on customer satisfaction survey and to take agent coaching sessions.
• Open to new challenges and proactive in executing ad-hoc activities.
• Be responsible for any additional tasks assigned by your immediate superior.

• Any bachelor’s degree (Preferable: Business/ Computer Science/ Sales & Marketing/ Statistics Degree).
• Minimum 5 years of experience in Telecom or Service Industry (Preferable: digital customer service or contact center operations).
• Excellent customer service mindset, motivational and leadership skill to inspire performance.
• Good knowledge in Application Software such as MIS and CIM, Ring Central, Microsoft Word, Excel and/or similar.
• High proficiency in executing management and social skills.
• Good interpersonal skill and valued teamwork.
• Highly motivated, self-initiative and professional.
• Certification in COPC/CSP will be added advantaged.