Manager, CS System Performance Management

ATOM

Kyauktada | Yangon

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Manager, CS System Performance Management

Manager, CS System Performance Management

ATOM

Manager, CS System Performance Management

ATOM

Myanmar - Yangon

Kyauktada | Yangon

19 Feb 2024

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Telecommunications

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Great Opportunity for ...

Ensure understanding of systems (such as CIM/CRM, Ring Central, Freshdesk, WFM, Knowledge Portal, etc.) used for Customer Service operations and its required development.
Coordinate key activities with IT team, conduct key User Acceptance Testing (UAT) activities and test scenario development, to ensure that Customer Service’s related systems are developed according to predefined scopes of work and meet business users’ requirements.
Provide key periodic updates of Customer Service’s systems and follow-up with IT team on pending requests/issues, to ensure all issues are addressed appropriately and in a timely manner.
Raise and follow up with IT team on system level glitches and new/enhanced system requirements.
Ensure simplified system flows used by Customer Service operations.
Collaborate with internal/external stakeholders to identify the improvement of systems for Customer Service operations.
Explore new systems required for Customer Service Operations and work closely with IT, Sourcing and Project teams to have a proper implementation.
Provide systems related necessary training to Customer Service operation staff.
Be able to prioritize tasks and have the ability to perform multi tasks according to business urgency.
Open to new challenges and proactive in executing ad-hoc activities.
Be responsible and accountable for other certain works as assigned from immediate superior.
Be able to work out of office hours including weekends & public holidays if necessary.

Open To

Male/Female

Job Requirements

Bachelor’s degree in IT/business/Statistics
Minimum 5+ years of experienced in Telecom or Service Industry (Preferable: Familiar with CS systems such as CIM/CRM, Ring Central, Freshdesk, WFM, Knowledge Portal, etc.)
Excellent customer service mind-set, good attitude, interpersonal skill, management level presentation skill and valued teamwork.
Highly motivated, self-initiative and professional.
Stakeholder Management (status tracking, following up and escalation)
Ability to effectively prioritize and execute tasks in a high-pressure environment
Good communication/presentation and can convey messages expressively and clearly to various types of audiences.
Able to work flexible hours (weekend/night) if necessary

What We Can Offer

Benefits

Airtime Usage
Medical Insurance Coverage
Bonus Entitlement

Highlights

Make a difference!
Join an experienced team!

Career Opportunities

Learn new Skills on the job

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