Call Center Manager

Job Description

Title: Call Center Manager

Company Name: Universal College Bangladesh

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ An international educational background would be beneficial

Experience Requirements:
∎ At least 5 year(s)

Job Responsibilities:
∎ Training, coaching, and leading call center representatives.
∎ Answering representatives' questions and guiding them through difficult calls or issues.
∎ Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to staff.
∎ Assisting other management team members in identifying trends and establishing call center goals.
∎ Ensuring staff members achieve desired service levels and taking corrective action, as needed.
∎ Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
∎ Authorizing replacements or refunds.
∎ Taking on other tasks or projects to support employees, other managers, and call center operations.
∎ Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
∎ Exceptional interpersonal, problem-solving, verbal and written communication, and conflict-resolution skills.
∎ Knowledge of management principles and familiarity with services.
∎ Develop monthly, quarterly and annual call center goals and action plans.
∎ Prepare work schedules to ensure sufficient coverage.

Additional Requirements:
∎ Excellent command of English, a smart personality, and above 05 years of minimum experience in relevant areas.

Salary: Negotiable

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 3 Aug 2023

Company Information:
∎ 4 Jul 2023
∎ Universal College Bangladesh

Category: Customer Support/Call Centre

: Interested candidates should submit their updated CVs to [email protected] mentioning "Call Center Manager, Universal College Bangladesh" in the subject line