The role is responsible for overall contact center including day to day operation, delivery of training and quality assurance. The role holder will assist in establishing contact center objectives, provide team members with opportunities to expand knowledge in an effort to deliver superior customer experience.

• Leads the overall performance of contact center for assigned product and ensures that agreed KPIs are met and SLA’s are adhered to.

• Maintains quality assurance, risk and compliance of contact center for assigned product that includes but not limited to calls, FB page and email.

• Conducts effective resource planning to maximize productivity of resources.

• Single point of contact between for assigned contact center.

• Keep abreast with up-to-date knowledge of emerging trend in contact center operations management.

• Provide guidance to Customer Service Agents to resolve customer’s complaint through identification of problems, suggesting best solution and following up to ensure resolution 

• Actively monitors and maintains high level of customer satisfaction through continuous reinforcement and improvement of service standards. 

• Prepare report periodically by collecting and analyzing customer information

Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy .

• At least 5 year(s) of working experience and managing team in the related field is required for this position. 

• Experience working in Customer Service Center of banking / financial services would be an added advantage.

• Ability to command both spoken and written in Myanmar and English.

• Strong knowledge in Microsoft Office and Customer Service Center related applications.

• Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.

• Results-driven, reliable and proactive