Job Description
Title: Call Center Manager
Company Name: Grameen Telecom Trust
Vacancy: 1
Location: Dhaka
Salary: Negotiable
Experience:
∎ At least 5 years
Published: 20 Feb 2025
Education:
∎ Bachelor/Honors
∎ Bachelor in Business Administration, Healthcare Management, Communications, or a related field.
∎ Bachelor in Business Administration, Healthcare Management, Communications, or a related field.
Requirements:
Additional Requirements:
∎ Experience in call center management, customer service, or CRM operations, preferably in healthcare or digital services.
∎ Strong knowledge of CRM platforms (e.g., Salesforce, HubSpot) and call center technologies.
∎ Proven ability to manage and motivate large teams in a fast-paced environment.
∎ Analytical mindset with experience in data-driven decision-making.
∎ Excellent communication, leadership, and problem-solving skills.
∎ Ability to handle escalations and ensure a high standard of customer service.
∎ Experience in call center management, customer service, or CRM operations, preferably in healthcare or digital services.
∎ Strong knowledge of CRM platforms (e.g., Salesforce, HubSpot) and call center technologies.
∎ Proven ability to manage and motivate large teams in a fast-paced environment.
∎ Analytical mindset with experience in data-driven decision-making.
∎ Excellent communication, leadership, and problem-solving skills.
∎ Ability to handle escalations and ensure a high standard of customer service.
Responsibilities & Context:
∎ Oversee day-to-day operations of the call center, ensuring efficient handling of inbound and outbound calls.
∎ Develop and implement best practices to enhance customer service quality, response times, and resolution rates.
∎ Monitor call center performance using key metrics (e.g., response times, first-call resolution, CSAT scores) and optimize processes accordingly.
∎ Ensure 24/7 service coverage through proper shift management and resource allocation.
∎ Train and mentor call center agents to improve communication, problem-solving, and customer handling skills.
∎ Handle escalated customer complaints and provide effective resolutions.
∎ Manage the Customer Relationship Management (CRM) system to ensure accurate data collection and reporting.
∎ Develop and execute CRM strategies to improve patient retention, engagement, and satisfaction.
∎ Collaborate with marketing and operations teams to design targeted customer communication campaigns.
∎ Analyze customer interactions and feedback to identify trends and areas for service improvement.
∎ Implement automation and AI-driven tools to enhance efficiency in customer interactions.
∎ Continuously assess call center operations and CRM effectiveness to identify improvement opportunities.
∎ Generate reports on key performance metrics and present insights to management.
∎ Work closely with IT teams to enhance call center technology and CRM integration.
∎ Ensure compliance with all healthcare regulatory and data protection guidelines.
∎ Call Center Management:
∎ Oversee day-to-day operations of the call center, ensuring efficient handling of inbound and outbound calls.
∎ Develop and implement best practices to enhance customer service quality, response times, and resolution rates.
∎ Monitor call center performance using key metrics (e.g., response times, first-call resolution, CSAT scores) and optimize processes accordingly.
∎ Ensure 24/7 service coverage through proper shift management and resource allocation.
∎ Train and mentor call center agents to improve communication, problem-solving, and customer handling skills.
∎ Handle escalated customer complaints and provide effective resolutions.
∎ CRM & Customer Engagement:
∎ Manage the Customer Relationship Management (CRM) system to ensure accurate data collection and reporting.
∎ Develop and execute CRM strategies to improve patient retention, engagement, and satisfaction.
∎ Collaborate with marketing and operations teams to design targeted customer communication campaigns.
∎ Analyze customer interactions and feedback to identify trends and areas for service improvement.
∎ Implement automation and AI-driven tools to enhance efficiency in customer interactions.
∎ Process Optimization & Reporting:
∎ Continuously assess call center operations and CRM effectiveness to identify improvement opportunities.
∎ Generate reports on key performance metrics and present insights to management.
∎ Work closely with IT teams to enhance call center technology and CRM integration.
∎ Ensure compliance with all healthcare regulatory and data protection guidelines.
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka
Company Information:
∎ Grameen Telecom Trust
∎ Telecom Bhaban (Level 10 & 11), 53/1 Box nagar, Zoo Road, Mirpur, Dhaka 1216.
∎ Social Business
Address::
∎ Telecom Bhaban (Level 10 & 11), 53/1 Box nagar, Zoo Road, Mirpur, Dhaka 1216.
∎ Social Business
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 28 Feb 2025
Category: Customer Support/Call Centre
