Management Coordination, monitoring and control of activities carried out in our call centres (Inbound, Outbound & Facebook)Supervise the work of the teams: management (Operations Manager, Supervisor) production (Agents) support (quality of services, training, planning, statistics)Operations1/ Organise production and drive performance Assign agents based on campaign progress and goals to be achieved Control & manage the outbound campaigns (injection / exclusion / dialing) Daily/weekly/monthly control of all KPIs (SL, Conversation rate, Renewal rate, First contact rate…)2/ Guarantee the quality of customer service Control of the speech Use customer feedback to improve their satisfaction 3/ Contribute to business development Implementation of action plans and processes to achieve objectives Synthesize customer feedback to identify levers that can improve churn win back rate Identify the different areas of improvement to optimise the productivity of the Call CenterReportingFollow and manage the performance indicators (quantitative & qualitative)Continuous improvementContribute to the evolution of its activitiesDefine the needs of permanent trainingAnticipate the evolution of activities
REQUIRED SKILLS : Strong experience within Call Center managementDynamic, rigorous, methodical and organized Motivated to take up new challenges and improve processesAcute sense of customer service and strong knowledge of customer expectations Autonomous and flexible Anticipation and proactivity Capabilities for analysis and synthesis Ability to work and motivate teamsProposal force
o Bonus o Phone & Travel allowanceo Health insurance for employee and family
o International environment
o Training & coaching provided
CANAL+ Myanmar FG Ltd proposes over 75 channels with a variety of thematic including:- 8 new and exclusive ¬ channels designed for Myanmar customers as well as- 25 channels only available on ¬CANAL+- 45 channels aired for the first time in MyanmarThis new PAY TV focuses on new and innovative content at a very affordable price.CANAL+ Myanmar FG Ltd develops all the services necessary to enable its customers to enjoy the CANAL+ Offer more effectively:- a wide distribution network in all Myanmar country to enable customers to have contacts for commercial, technical, customer care … - a customer care service available 7 days per weeks, dedicated to assisting CANAL+ customers in their perfect usage of the CANAL+ offer- CANAL+ STORES where the client will be able to discover the high quality of CANAL+ offer with the perfect assistance of CANAL+ teams- the latest generation of TV equipment in DTT & DTH which will bring to customers houses a high quality of reception (HD), an easy way of installation, a large range of services CANAL+ Myanmar FG Ltd creates strong partnership with the bests retails networks in Myanmar for TV consumers goods, strong providers of payment solution and convenience stores ...