Assistant Manager, Call Center Operation

Job Description

Title: Assistant Manager, Call Center Operation

Company Name: For a Digital Financial Services

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ At least 5 year(s)
∎ The applicants should have experience in the following area(s): Call Center, Call Centre Supervision Management
∎ The applicants should have experience in the following business area(s): Telecommunication, Banks

Job Responsibilities:
∎ Monitoring call center operation.
∎ To keep abreast with the latest information w.r.t the products, policies and procedures to provide better customer experiences.
∎ Regular meeting with the Call center partner to review and improve the work methodology and also keeping them updated with new developments. Sharing any good practices that keep the team performance high.
∎ Monitoring daily floor operations & Identification overall areas for improvement.
∎ Participates in call calibration/update /training sessions on a regular basis to ensure consistency in vendor for best quality standards.
∎ Giving feedback to the QA team on the areas where Call center representatives need training (team / individual basis).
∎ Establishes clear goals, direction and deliverables among the call center team as per the organization's goal.
∎ Develop training recommendations for our vendor/partners in efforts to provide the highest level of quality assurance to our customers.
∎ Assist with new hiring with vendor's concerned person.

Additional Requirements:
∎ Experience in MFS/Telecommunication/Bank industry will be preferred.
∎ Management and leadership skills.
∎ Good Interpersonal & Communication skills, both oral and written.
∎ Good team building and time management skills.
∎ Analytical ability to examine problems effectively and evaluate alternate solutions.
∎ Ability to work under stress since the job can frequently tend to be very stressful.
∎ Computer literate (Proficient in MS Office and Windows NT environment).

Salary: Negotiable

Application Deadline: 31 Dec 2020

Company Information:
∎ 3 Dec 2020
∎ For a Digital Financial Services
∎ Business : Digital Financial Services

Category: Customer Support/Call Centre

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