Business Development Manager (Call Center)

Job Description

Title: Business Development Manager (Call Center)

Company Name: Azal Group

Vacancy: 01

Job Location: Dhaka (Mohakhali)

Employment Status: Full-time

Educational Requirements:
∎ Bachelor's Degree preferred

Experience Requirements:
∎ At least 3 year(s)

Job Responsibilities:
∎ Hire, train, and develop call center employees. Handles all facets of performance management including performance evaluations and corrective action.
∎ Provides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results
∎ Directs workflow to insure maximum efficiency and attention to areas of greatest importance.
∎ Handles high priority and escalated calls. Handles regular calls when needed to maintain the service.
∎ Works on projects, which may include:
∎ Researching or gathering information for audits
∎ Working with peers and manager to communicate changes to CSRs (e.g., systems enhancements, changes to guidelines and processing requirements, etc.)
∎ Handling follow-up with agents/clients as needed related to Voice of the Customer reports
∎ Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.
∎ Carrying out needs assessments, performance reviews and cost/benefit analyses.
∎ Setting and meeting performance targets for speed, efficiency, sales and quality.
∎ Advising clients on products and services available.
∎ Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
∎ Monitoring random calls to improve quality, minimize errors and track operative performance.
∎ Organizing staffing, including shift patterns and the number of staff required to meet demand.
∎ Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals.
∎ Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
∎ Any other responsibilities/tasks as set by Company Management

Additional Requirements:
∎ 3+ years' experience managing a high-volume call center / customer service environment
∎ Demonstrated passion for continuous improvement and service excellence
∎ Strong leadership/supervisory skills. Excellent written, verbal and interpersonal skills
∎ Excellent problem-solving skills
∎ Sound knowledge of essential software like MS Word, MS Excel, Email, etc.

Salary: Negotiable

Compensation & Other Benefits:
∎ As per company policy

Application Deadline: July 20, 2019

Company Information:
∎ Azal Group

Category: Marketing/Sales