Call Centre Manager

Job Description

Title: Call Centre Manager

Company Name: Agni Systems Limited

Vacancy: 1

Age: 32 to 45 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 8 to 12 years
• The applicants should have experience in the following business area(s): Telecommunication, ISP

• Master of Business Administration (MBA)
• Bachelor of Science (BSc) in Telecommunication

Preferable professional certification: CCCM

• 8 to 12 years
• The applicants should have experience in the following business area(s): Telecommunication, ISP

• Age 32 to 45 years

• Strong leadership skills with the ability to motivate and manage a team.

• Excellent communication and interpersonal skills, with a focus on customer satisfaction.

• Proficiency in using CRM systems, call center management tools and reporting software.

• Analytical and problem-solving skills with the ability to handle complex customer issues.

• Ability to manage multiple tasks, prioritize work, and meet deadlines in a fast-paced environment.

• Knowledge of ISP services, internet technologies, and service delivery processes is a plus.

• Manage the overall operations of the call center, including handling inbound and outbound calls.

• Develop and implement strategies to enhance customer service quality, response times, and operational efficiency.

• Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).

• Ensure the timely resolution of customer complaints and technical issues, collaborating closely with field teams and technical staff.

• Lead and mentor the call center team, providing training and performance feedback to drive continuous improvement.

• Coordinate service delivery operations, including installations, activations, and upgrades, ensuring seamless execution.

• Foster a customer-centric culture, emphasizing problem-solving, empathy, and proactive communication.

• Provide accurate and timely customer updates regarding service outages, maintenance, and technical support.

• Generate and present regular reports on call center performance and customer feedback to senior management.

• Implement and optimize call center technologies such as CRM systems, IVR, and ticketing tools.

• Work closely with cross-functional teams (marketing, technical, NOC to improve service delivery and customer experience.