Asst. Manager, Operations (Night Shift)

Job Description

Title: Asst. Manager, Operations (Night Shift)

Company Name: Rise Up Labs

Vacancy: 01

Age: Na

Job Location: Dhaka (Uttara)

Salary: Negotiable

Experience:

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

• Bachelor/Honors

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

• Supervise daily operations across inbound, outbound, and digital service channels.

• Ensure adherence to company policies, procedures, and standards.

• Monitor key performance indicators (KPIs) and develop strategies to meet and exceed targets.

• Implement process improvements to enhance efficiency and customer satisfaction.

• Lead, mentor, and motivate a team of customer service representatives and team leaders.

• Conduct regular training sessions to enhance team skills and knowledge.

• Foster a positive and productive work environment that encourages team collaboration and individual growth.

• Maintain and build strong relationships with clients.

• Address and resolve any client issues or escalations in a timely and professional manner.

• Coordinate with the client to align call center operations with their expectations and business goals

• Analyze call center data and prepare reports on performance metrics, such as call volume, response times, and customer satisfaction.

• Identify trends and areas for improvement, implementing corrective actions as needed.

• Plan and allocate resources effectively to meet operational demands.

• Assist in recruitment and training of new staff members.

• Manage scheduling, attendance, and performance evaluations.

• Oversee quality assurance processes to ensure compliance with service standards.

• Develop and implement quality control measures to enhance service delivery.

• Annual Performance Evaluation and Increment

• Fully Subsidized Food

• Annual Retreats

• Team Outing

• Weekly 2 holidays (Depends on Roaster)