Job Description
Title: Call Center Manager
Company Name: American Center of Regenerative Health and Research
Vacancy: 1
Job Location: Dhaka (Dhanmondi 32, Kalabagan, Sukrabad)
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
∎ Training/Trade Course: call center,leadership
Experience Requirements:
∎ 2 to 6 year(s)
∎ The applicants should have experience in the following area(s):
Call Center Management, Call Center Operation, Call Centre Supervision/ Management
∎ The applicants should have experience in the following business area(s):
Hospital, Clinic
Job Responsibilities:
∎ Performance Monitoring: Continuously monitor the performance of call center agents. This involves tracking metrics such as call volume, call duration, customer satisfaction, and resolution rates. Identify areas for improvement and take necessary actions to enhance performance.
∎ Resource Allocation: Ensure that there are enough agents available to handle incoming calls or inquiries. This involves scheduling shifts, managing breaks, and reallocating resources as needed to maintain optimal service levels.
∎ Quality Assurance: Implement and oversee quality assurance programs to ensure that agents are delivering high-quality customer service. This may include call monitoring, providing feedback, and conducting training to improve performance.
∎ Technology and Tools: Ensure that agents have access to the necessary technology and tools to perform their jobs effectively. This includes call center software, CRM systems, and other relevant applications.
∎ Training and Development: Provide ongoing training and development opportunities for call center agents to improve their skills, product knowledge, and customer service abilities.
∎ Goal Setting and KPIs: Set performance targets and key performance indicators (KPIs) for the call center. Ensure that the team is aware of these goals and is working towards achieving them.
∎ Customer Relationship Management: Build and maintain positive relationships with customers and clients. This involves ensuring that customers' needs and concerns are addressed effectively and in a timely manner.
∎ Team Management: Supervise and lead a team of customer service representatives or agents. This includes hiring, training, and providing ongoing coaching and feedback to ensure the team meets performance targets.
∎ Campaign Call: Keep an eye on, schedule, and routinely verify all campaign calls to make sure that client satisfaction is met.
Additional Requirements:
∎ Age 24 to 45 years
∎ Only females are allowed to apply
∎ Proven experience in call center management, with a minimum of 2 years in a leadership role.
∎ Strong understanding of call center operations, including technology, processes, and best practices.
∎ Exceptional leadership and communication skills.
∎ Analytical mindset with the ability to use data to make informed decisions.
∎ Demonstrated success in driving continuous improvement and achieving performance targets.
Salary: Negotiable
Compensation & Other Benefits:
∎ Performance bonus
∎ Salary Review: Yearly
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 10 Dec 2023
Company Information:
∎ 11 Nov 2023
∎ American Center of Regenerative Health and Research
∎ Address : Islam Tower, 2nd Floor, 102 Sukrabad (bus stand), Mirpur Road, Dhanmondi 32, Dhaka 1207
Category: Medical/Pharma
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