Manager, Customer Service and Support, Contact Center

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Telenor Myanmar is now recruiting top talents to develop and lead new teams.

Manager, Customer Service and Support, Contact Center


Responsible for Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes by driving contracted vendor as well as internal relevant stakeholders within the company.


  • Effectively perform functional accountabilities below:
  • Maintain customer satisfaction by providing problem-solving resources
  • Work with call center operation team and relevant stakeholders to deliver better customer service
  • Manage all QRC related issues from Contact Center, Care Email and other channels (to be identified) with minimum supervision
  • Manage vendor’s performance on whole QRC process to achieve within SLA
  • Communicate with relevant internal stakeholders in order to provide the resolution within minimum Turn-Around-Time to bring better customer satisfaction
  • Develop, implement and improve process and escalation Matrix for QRC
  • Produce regular weekly and monthly alignment with relevant internal stakeholders for service request resolving within minimum Turn-Around-Time
  • Supervise QRC team to ensure all service tickets closed in timely manner
  • Monitor call drivers and produce Voice of Customers collected from Contact Center to relevant internal stakeholders for better decision making
  • Involve in quality assurance for contact center operation
  • Participate in knowledge sharing and training for quality perceptive
  • Perform content management related activities developing, maintaining and periodically reviewing knowledge portal updates in order to facilitate skill enhancement of contact center agents
  • Participate in training activities if needed
  • Be accountable for other certain works as assigned from immediate superior


  • Bachelor degree with Business / Statistics / Computer Science / Engineering or equivalent
  • Certification in COPC/CSP will be added advantaged
  • Minimum 5+ years of experienced in Telecom or Service Industry (Preferable: Familiar with contact center operations and its key drivers)
  • Proficiency in English (both oral & written) for effective verbal and written communications, including active listening skills and skill in presenting findings and recommendations
  • Good knowledge in Application Software such as BI, MIS and AVAM, CIM, MS and/or similar
  • High proficiency in executing management and social skills
  • Good inter-personal skills, proactive, self-motivated, cross-functional interaction, good attitude
  • Ability to effectively prioritize and execute tasks in a high pressure environment
  • Able to travel independently


Permanent, Full-time


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