တိုင်ကြားမှု အောင်မြင်ပါသည်

The Project Coordinator is responsible for supporting and coordinating operational and technical projects within the call center. This includes managing tasks related to system performance (e.g., Genesys, CRM, ticketing tools), coordinating with IT and vendor teams, troubleshooting service issues, maintaining documentation, and assisting with reporting under the supervision of project Manager.This role acts as a bridge between the call center operations and technical teams, ensuring that customer service systems are stable, scalable, and aligned with business needs.The role is well-suited for individuals looking to grow their career in operations and project management within a customer service environment.

Key Responsibilities:

• Act as the liaison between call center agents, IT teams, and external vendors for technical issues

• Monitor the performance of key systems (Genesys, IVR, CRM, ticketing tools)

• Assist in testing and deploying system updates, patches, and new features

• Coordinate incident handling, change requests, and downtime notifications with IT

• Manage user access, account provisioning, and configuration control

• Support the launch of new technologies (e.g., chatbots, voice bots, in-app chat) through testing, communication prep, and agent support

• Help manage the Change Request (CR) lifecycle from gathering business requirements to UAT sign-off

• Document Standard Operating Procedures (SOPs), escalation flows, and process changes

• Coordinate deployment of new tools and dashboard views for agents

• Gather agent feedback on system bugs or usability issues and relay to technical teams

• Support root cause analysis for service disruptions or complaints

• Identify issue trends and recommend corrective actions to management

• Communicate system downtime, maintenance windows, and release plans to stakeholders

• Coordinate with external vendors for system escalations and incident resolution

• Provide regular updates and briefings to internal teams regarding system status and issues

• Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or a related field

• Demonstrated ability to plan, track, and coordinate small to mid-size projects across multiple teams

• Proficient in Microsoft Office (especially Excel and PowerPoint)

• Solid understanding of incident, change, and release management processes

• Strong verbal and written communication skills for both technical and non-technical audiences

• Experienced in cross-functional collaboration with IT, operations, product, and external vendors

• Analytical mindset with the ability to identify trends, perform root cause analysis, and recommend improvements

• Proactive problem-solver with strong troubleshooting and coordination skills

• Hands-on experience supporting or managing User Acceptance Testing (UAT) and test case execution