Unit Head, Call Center Operation

SHWE Bank

Kyauktada | Yangon

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Unit Head, Call Center Operation

Unit Head, Call Center Operation

Unit Head, Call Center Operation

SHWE Bank

Myanmar - Yangon

Kyauktada | Yangon

17 Mar 2023

Experience level

Manager

Job Function

Project, Operations Management

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

Contact center reporting
Receive key updates from process owners
Monitoring and providing key updates and complaints from public to concerned process owners
Establish and manage contact center, call systems, i.e., telephony system, chatbots, email, SMS etc.,
Customer Research
Storing customer information log
Logistics and security arrangements
Scripting establishing and review
KPI establishing and review
Training arrangement with process owners
Inbound call center responsibilities are all about communication skills, rules, potential to deal with various customers of various attitudes and satisfying the customers through communication by resolving queries efficiently
Manage large amounts of incoming calls
Handle customer complaints, provide appropriate solutions and alternatives within the time limits
Basic duty is to answer all the incoming calls, but answering in a polite manner
The main responsibility of a Call Center is to give professional customer care service
Sorting out the complaints is an important duty of a Call center, some issues may need urgent attention and some may take more time, a Call center staff has to organize everything according to the priority
Understanding standard bank transactions, as well as common product and services
Scheduling the Follow-up calls to handle customer complaints regarding bank issues/process
Keep records of all conversations in our call center database in a clear way