Associate Manager: Call Center

Job Description

Title: Associate Manager: Call Center

Company Name: BRAC Bank Limited

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Masters/Bachelor's degree in any discipline from reputed universities with satisfactory academic track record

Experience Requirements:
∎ At least 3 year(s)

Job Responsibilities:
∎ Assist in the formulation of targets for individuals and teams;
∎ Available to support call center agents when required including taking escalated calls;
∎ Responsible for Real Time Monitoring of the floor to ensure expected service level and abandoned calls by proper management of break plan, call handling time and others;
∎ Responsible for monitoring individual agent performance on a daily, weekly and monthly basis;
∎ Responsible to minimize risk through adhering proper process, policies and records;
∎ Ability to suggest methods to improve area of operations, efficiency and services for both internal and external customers;
∎ Assists the manager with daily operation of the call center including staffing, training, scheduling and others.

Additional Requirements:
∎ Minimum 3 years' experience in call centre or any customer facing role is preferred;
∎ Passionate about customer service;
∎ Amiable personality with good communication, interpersonal and negotiation skill;
∎ Strong command over Microsoft Word, Excel & PowerPoint;
∎ Committed to provide total quality of work;
∎ Positive, energetic and adaptive to change.

Application Deadline: 26 Sep 2020

Company Information:
∎ 17 Sep 2020
∎ BRAC Bank Limited
∎ Business : BRAC Bank Limited, pioneer in SME Banking, delivers a full array of banking services to individuals as well as business entities. With a network of 184 Branches, over 460 ATMs, 448 SME Unit Offices and 229 remittance delivery points, the Bank has unmatched reach to provide a comprehensive range of solutions to serve millions.

Category: Bank/Non-Bank Fin. Institution