Call Centre Coordinator

Job Description

Title: Call Centre Coordinator

Company Name: Talent Pro

Vacancy: --

Age: 25 to 40 years

Job Location: Dhaka (DOHS Banani)

Salary: Negotiable

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Bachelor of Business Administration (BBA) in Management
• Master of Business Administration (MBA)

• Experienced candidates, graduation in any discipline can apply also.

• 5 to 7 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Age 25 to 40 years

Skills & Competencies:

• Proven track record of achieving and exceeding KPIs and SLAs.

• Extensive experience with call centre technologies (e.g., Five9, Genesys, Nice inContact, Salesforce, Zendesk).

• Strong experience in workforce planning, scheduling, and real-time adherence management.

• Exceptional Leadership: Ability to inspire, coach, and develop a large team.· Strategic Thinker: Strong analytical and problem-solving skills with a data-driven approach to decision-making.

• Communication Mastery: Outstanding verbal and written communication skills, with the ability to communicate effectively at all levels.

• Customer-Obsessed: A relentless focus on delivering and improving the customer experience.

• Resilience & Composure: Ability to thrive in a fast-paced, high-pressure environment and manage stress effectively.

• Financial Acumen: Solid budgeting and resource management skills.

• Technical Proficiency: High level of proficiency with CRM systems, Microsoft Office Suite (especially Excel), and call centre reporting tools. 

• Working Conditions : This role is typically based in an office/call centre environment.· May require working outside standard business hours to support different time zones or meet operational demands.

The Call Centre Manager is responsible for the overall performance and management of the call centre operations. This includes leading a team of agents and team leaders, driving key performance indicators (KPIs), ensuring the delivery of outstanding customer service, optimizing processes for efficiency, and managing the department's budget and resources.

Key Responsibilities

1. Operational Management & Performance: 

· Develop, implement, and monitor call centre operational strategies and objectives.

· Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded (e.g., Average Handle Time, First Call Resolution, Abandonment Rate, Customer Satisfaction Score).

· Utilize call centre technology (ACD, IVR, CRM, WFM) to optimize call flow, reporting, and agent productivity.

· Analyze performance data and generate detailed reports for senior management, providing insights and recommendations for improvement.

· Ensure compliance with all company policies, industry regulations, and quality assurance standards.

2. Team Leadership & Development:

· Lead, motivate, and mentor a team of Team Leaders and Call Centre Agents.

· Foster a positive, high-performance culture focused on continuous improvement and exceptional customer service.

· Oversee the recruitment, training, onboarding, and ongoing development of call centre staff.

· Conduct regular performance reviews, provide constructive feedback, and manage any performance issues.

· Create and manage staff schedules and shift patterns using Workforce Management (WFM) principles to meet demand.

3. Customer Experience:

· Champion the customer experience, ensuring every interaction meets the highest standards of quality and professionalism.

· Handle escalated customer issues promptly and effectively, acting as a point of reference for complex problems.

· Implement and monitor quality assurance programs, including call monitoring and feedback sessions.

· Gather and analyze customer feedback to identify trends and drive improvements in service delivery.

4. Financial & Resource Management:

· Develop and manage the call centre budget, controlling costs and justifying expenditures.

· Manage resource allocation, including staffing, technology, and equipment, to meet operational needs.

· Identify and implement cost-saving initiatives without compromising service quality.

5. Process Improvement & Projects: 

· Continuously review and improve call centre processes, systems, and procedures to enhance efficiency and effectiveness.

· Lead or contribute to projects related to new technology implementation, system upgrades, or strategic initiatives.

• Mobile bill,Weekly 2 holidays
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

• All Govt. holidays leave

• Afternoon snacks.

• Others facilities as per company policies.