Manager, Customer Service Training

ATOM

Kyauktada | Yangon

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Manager, Customer Service Training

ATOM, Kyauktada | Yangon

APPLY HERE

Manager, Customer Service Training

ATOM

APPLY HERE

Manager, Customer Service Training

ATOM

Myanmar - Yangon

Kyauktada | Yangon

10 Mar 2024

APPLY HERE

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Telecommunications

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

An Exciting Opportunity for ...

Strategically drive capability development program within Customer Service team.
Identify learning needs and assessing the needs of operations to ensure standardized customer services across the channels.
Maintain training manual and schedule for Customer Service channels.
Develop tailored training plans that help CS agents learn new ideas and knowledges
Implement various training methods to provide relevant & interesting training programs and workshops to CS agents
Evaluate the effectiveness of provided training program Customer Service channels
Define future training needs by analyzing staff performance metrics
Manage training budgets to be inline with departmental strategies and plans
Ensure availability of updated training contents for all teams.
Conduct onboarding as well as refresher trainings, briefing, coaching, feedback, role plays as needed and train the trainer sessions.
Monitor and extract valuable insights from voices of customers (VOCs) and develop & conduct tailored briefing, coaching and training sessions
Ensure implementation of training related processes to all channels.
Implement consistency of training related process discipline across all channels.
Identify areas of improvements and highlight to the Operation Managers as necessary
Assist in the development and application of performance tests to measure agent's progress and to evaluate training effectiveness.
Be accountable for other certain works as assigned from immediate superior level.
Be flexible to support in Customer Service-related activities
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 (with communication, Business as majors)
Minimum 5+ Years of Experience in Telecom or Service Industry
Excellent customer service mind-set, good attitude, interpersonal skills, problem-solving skills, management level presentation skills and valued teamwork.
Be 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 business requires
Able to travel independently (if needed)