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This role is responsible for supporting customer service operational excellence through performance reporting, data analysis, service quality monitoring, and process improvement. The position provides insights and coordination support to help management enhance customer experience, operational efficiency, and service delivery across Operations.

• Prepare, maintain, and improve management reports, dashboards, and performance analyses for customer service operations to support management decisions.
• Track and analyze key operational metrics, service performance, and quality indicators to highlight trends, risks, and improvement opportunities.
• Consolidate and analyze customer inquiries, complaints, feedback, and service request data to provide practical insights for service and operational improvements.
• Prepare timely reports on customer service activities, operational performance, and project progress for management review and follow-up.
• Coordinate with internal stakeholders to collect, validate, and interpret data, ensuring accurate and timely reporting.
• Review service processes, identify gaps, and recommend improvement initiatives to strengthen customer experience, operational efficiency, and service quality.
• Support process changes, system enhancements, and service improvement projects through data analysis, coordination, and performance tracking.
• Maintain reporting standards, data accuracy, and reporting timelines to support effective performance monitoring and decision-making.
• Guide and share knowledge with team members on reporting processes, data analysis, and operational improvement practices.
• Perform other duties as assigned by management.

• Any bachelor’s degree is available.
• Minimum of 2 years of experience in customer service, contact center, operations, reporting, or service quality improvement, preferably with supervisory, team leader, or senior executive responsibilities in a Call Center, Customer Service, Telemarketing, or Insurance environment.
• Customer-centricity mindset, with a similar position or similar organization experience.
• Ability to handle and pacify difficult customers.
• Analytical and problem-solving skills, with the ability to multitask and be flexible.
• Must have a good mindset and attitude.
• Good verbal and written communication in both English and Myanmar, negotiation, and presentation skills with the ability to communicate both internally and externally with stakeholders and business partners
• Technical skills with Excel, PowerPoint, Word, and /or business intelligence tools. Must be good at creating workflow diagrams.