> To manage the Call Center System Related Taks/Activities to finish within targeted timeline without any error or service impact > To collect the functional requirements from the Contact Center System users to prepare technical documentation such as PRD in Improving system capabilities and maintain System change records > To support to define product/systems/services requirement (SRS,FRS, PRD...) by cooperating with relavent stakeholders > To coordinate key activities with IT team, conduct key User Acceptance Testing (UAT) activities and test development scenario, to ensure that Customer Service’s related systems are developed according to predefine scopes of work and meet business users’ requirements. > To support technical aspects of Contact Center System’s Projects and initiatives > To perform the Routine operations and auto outbound call projects > To analyze and improve IVR functions >To collect system data and analyze them for planning and optimization of call center operation. > To maintain, follow up and feedback for stability of systems used in Contact Center by working with respective technical team and respective stakeholders > To collaborate with internal/external stakeholders to identify the improvement of systems and processes of Customer Service operations. > To support to solves the issues related to Contact Center System functions & Computers
>Define clear target, purpose and business plan for each research project. Manage research projects by aligning with internal and external parties to get the best benefits. >Develop the strategy and plan for market research and analysis of result/data based on requirements. Set KPIs for each research project and oversee the results. Acquire necessary approval and consensus from management. >Manage/make action plans with relevant departments, based on results. Discuss and update the data report by cooperating with related departments and management feedback. >Monitor the market situation with any data sources. Create the reports with the results for better business decisions. > Manage to develop necessary questionnaires and prepare reports for internal or receive report from vendor for external projects and discuss feedback with related departments, submit the final version >Manage and motivate the team for campaign management and monitoring to get the best benefits. Manage the consultant to proceed skill transfer from consultant to team members.
To create user-friendly and innovative designs, along with crafting wireframes and prototypes, to provide a visual representation and iterate on design concepts for MPTs applications and associated projects. To establish the process of design implementation for UI/UX improvement and create comprehensive guidelines for UI/UX improvement. To conduct competitors and market trends analysis, then provide optimal solutions, ideas & concepts for the continuous UI/UX improvement of MPTs applications, considering both business and customer perspectives. To manage and maintain relationships with internal/cross-functional stakeholders to improve service and system structure for UI/UX improvement.
To keep system monitoring such as IT Business system in 24*7 base to detect the stability of the systems in real time by using multiple monitoring tools To prepare and deliver the respective system data reports(8Hourly ,Daily and Weekly) in time to check and analyze KPI results for related vendors and teams To handle the upcoming new system to assist related team's request To update the alarm summarize and daily alarm lists and vendor information to get the latest information about the alarms To communicate and collaborate with the related vendor and team members to resolve the system error issues in time To create the ITSM ticket for any impact alarm to record problem history and to assign the related vendor
To prepare the course plan related with Fixed Access Network as per requirement of line departments To develop and deliver training programs on fixed access network technologies to employees in both virtual and physical training To design technical training materials in line with Line Departments requirements To prepare and maintain the training lab facilities as per training requirements To provide training evaluation, training program result & training feedback to management on training program effectiveness To recommend the improvements to the training curriculum and Standard Operating Procedures (SOP). To supervise and demostrate the training lab for (DSLAM,MSAN,OLT,MxU, FTTX,GPON,xDSL) Network configuration for both Huawei and ZTE To collaborate with other trainers and subject matter experts to create training materials
> Sales Commissions Budget Management (Support in the preparation Monthly 1st result report and Forecast report to Finance team/CCO office and check and analysize the data among Actual/Forecast /Budget and report to Management) > To work closely with related departments to get the accurate Forecast and 1st result Commissions data and support PR/PO/RFP Initiators and also coordinate with Finance (GL/AP), Business Planning team to explain the query received about the payments and commision expenses > To support CCO Budget PIC in Budget planning exercise in accordance with the company policies, rules and guidelines. > To faciliatate all Internal Audit and ISRM Audit Matters of Sales Planning Dept and support Team manager not only budget management but also for any Ad-Hoc duties assigned
> To create and provide progress report to the sales teams for each sales program to communicate with their partners to achieve the target. > To analyze present all sale events performance > To calculate forecast of achievement > To calculate payout of each incentive program for monthly. > To cooperate with related teams for issue alignment of report data. > Work with large, complex data sets, including data gathering and requirements specification, processing, analysis. > Be able to establish the database then make progress based on requirement > To check the data quality in raw data and find out the root cause
This role holder will be responsible - To control Inventory of Ownshop: To prepare Deposit of Bank Difference File by monthly If Journal Entry need of bank transactions for Onwshop, record JE transaction at SAP every 2nd buz day To prepare Summary of Reconciliaton Statement (If find any errors, inform to Consumer Sales 1) To prepare Monthly Physical Checking and if any errors, inform to Consumer Sales-1 and make adjustment at SAP by Quarterly To prepare the balancing of E-top up and Top-up Card (Share to Financila Reporting Team) To control Inventory of Spareparts, FTTH and PSTN Migration To check Monthly Usage Report for Expense Recognition and on timely share to Financial Reporting Team Review summary of Reconciliaton Statement To control SIM sale and Recognition SAP of State & Region To review Expense Recognition at SAP (Lost&Damage Sim Sale) To summary check Sim Delivery of Warehouse (Ahlone & BAK) To summary inventory quantity of WTTx To prepare RF schedule for all JO inventory To report management level by Quarterly To initiate physical existence of inventory check Warehouse and Ownshop by yearly
1. Handle LMS system with (DM : IT team / SS : Supervisor) for improvement of user experiences > Plan service operation (customer journey) for UI / UX improvement. > Create requirements document and handle the progress for both front UI and backend system 2. Support Marketing activity with (DM : related section / SS : Supervisor) > Media planning such as web page, banner space, pop up, paper AD > Check text message & image in SMS, SNS (FB, Insta, Viber) 3. Support Partnership development with (DM : Partner PIC / SS : Supervisor) for MPT Club >Improve relationships by supporting partners (system training, marketing media support)