Asst. Manager/ Manager - Operations (Contact Centre)

Job Description

Title: Asst. Manager/ Manager - Operations (Contact Centre)

Company Name: Genex Infosys Limited

Vacancy: 03

Age: 30 to 45 years

Location: Dhaka (Khilkhet)

Salary: Negotiable

Experience:
∎ 5 to 10 years
∎ The applicants should have experience in the following business area(s):IT Enabled Service, BPO/ Data Entry Firm, Call Center

Published: 2 Feb 2025

Education:
∎ Bachelor/Honors

Requirements:

Additional Requirements:
∎ Age 30 to 45 years

Responsibilities & Context:
∎ Oversee all aspects of the contact center's operations to ensure smooth and efficient functioning.
∎ Develop and implement operational strategies and processes to optimize qualitative and quantitative performance.
∎ Lead and manage a team of contact center team leaders and agents.
∎ Ensure all business deliverables, Service level agreements (SLAs), and key performance indicators (KPIs) are met or exceeded.
∎ Allocate resources effectively to meet service-level goals while controlling operational costs.
∎ Establish strong relationships with clients to understand their business needs and expectations.
∎ Ensure compliance with industry regulations, company policies, and data security standards.
∎ Stay informed about industry trends, best practices, and emerging technologies related to contact center operations.
∎ Oversee all aspects of the contact center's operations to ensure smooth and efficient functioning.
∎ Develop and implement operational strategies and processes to optimize qualitative and quantitative performance.
∎ Lead and manage a team of contact center team leaders and agents.
∎ Ensure all business deliverables, Service level agreements (SLAs), and key performance indicators (KPIs) are met or exceeded.
∎ Allocate resources effectively to meet service-level goals while controlling operational costs.
∎ Establish strong relationships with clients to understand their business needs and expectations.
∎ Ensure compliance with industry regulations, company policies, and data security standards.
∎ Stay informed about industry trends, best practices, and emerging technologies related to contact center operations.

Skills & Expertise:

Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Insurance, Weekly 2 holidays, Gratuity
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Dhaka (Khilkhet)

Company Information:
∎ Genex Infosys Limited
∎ Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ genexinfosys.com
∎ Leading IT company trusted by global brands

Address::
∎ Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ genexinfosys.com
∎ Leading IT company trusted by global brands

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 8 Feb 2025

Category: Customer Support/Call Centre