Job Purpose

The Senior Manager, Head of Call Center is responsible for both operations at Yangon and Mandalay Call Centers, ensuring the achievement of key operational KPIs. This role focuses on improving service quality, defining service metrics, monitoring performance, analyzing results, and managing vendor relationships while collaborating with internal stakeholders. Additionally, the position is responsible for maintaining quality assurance in line with COPC benchmarks and CFS guidelines, while playing a critical role in enhancing operational efficiency, driving cost-effective operations through strategic process optimization and continuous improvement initiatives.

Principle Accountabilities:

• Manage a team of two Call Center Managers and one QA Manager, while overseeing call center agents across two vendors
• Work with the call center operations team and relevant stakeholders to deliver the best customer service
• Drive operations to achieve Call Center KPIs: Quality, CFS, SLA and Abandon rate
• Manage all Queries, Requests and Complaints (QRC) related issues from Call Center
• Develop, implement and improve process and escalation Matrix for QRC
• Feedback operation highlights to vendor for action and improvement
• Actively participate in knowledge sharing and training for service quality improvement
• Manage and drive upselling for Call Center operation
• Manage Call Center Contingency /Emergency situations for smooth operation
• Manage vendor for required resource readiness (recruiting, screening, selecting, orienting, training, coaching, counseling, disciplining employees, monitoring and reviewing their job contributions)
• Analyze call trends and prepare Call Center performance reports
• Manage service quality assurance for Call Centers
• Share weekly/monthly Quality Score Report by Program Level Auditing.
• Participate in side-by-side monitoring/coaching sessions/TTT training/new batch agent training/agent updates meetings.
• Validate Agent level and Program Level as needed
• Manage to review quality data according to existing documents, process, principles, procedures, COPC Parameter/Weightage
• Open to new challenges and proactive in executing ad-hoc activities
• Be accountable for other tasks assigned by immediate superior

• Any master (or) bachelor’s degree (Preferably: Business/ Computer Science/ Statistics Degree)
• Minimum 5 years of experience in the telecommunications or service industry, preferably well-versed in contact center operations and key performance drivers
• Proficient in English across all four skills, with strong business writing expertise and outstanding presentation abilities
• Good knowledge in Application Software such as MIS and CIM, CISCO, Jabbar, Microsoft Word, Excel and/or similar
• Strong leadership, motivation, and service mindset, with expertise in vendor management.
• Certification in COPC will be an added advantage
• Proven ability to execute management strategies effectively
• Strong social skills with the ability to build and maintain relationships
• Good interpersonal skills and valued teamwork
• Able to travel independently