Call Centre Manager

Job Description

Title: Call Centre Manager

Company Name: Light House

Vacancy: 01

Age: 35 to 40 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 25000 - 30000 (Monthly)

Experience:

• 5 to 6 years
• The applicants should have experience in the following business area(s): NGO

• ·Graduation in  Agriculture, livestock, rural development, ICT or a related field· 

• At least 5 years of experience in Call center operating preferably in agriculture, rural development, or gender-based projects.

• Strong understanding of sustainable agricultural practices, ICT-based solutions for farmers, and familiarity with issues related to gender-based violence (GBV).

• Proficient in Customer Relationship Management (CRM) tools, call center software, and ICT platforms for information dissemination and farmer support.

• Strong verbal and written communication skills in both English and local languages.

• Respect on gender, PSEA, Safeguarding, code of conduct and cultural diversity

• Experience with data analysis, reporting, and using data to improve call center performance and outreach.

• 5 to 6 years
• The applicants should have experience in the following business area(s): NGO

• Age 35 to 40 years

• Manage day-to-day operations of the call center, ensuring effective communication with farmers, particularly women, regarding sustainable agriculture practices and GBV awareness.        

• Ensure the ICT platform is user-friendly for farmers, regularly updating content related to sustainable agricultural techniques, gender equality, and GBV reduction strategies.    

• Develop strategies to increase farmer participation in the ICT platform and ensure their queries on agriculture and GBV are addressed promptly and accurately.      

• Receive call from farmers and respond according to their need

• Call proactive to the farmer to share important information related to high yielding seed, weather forecast, use of ICT agriculture purpose.

• Monitor and analyze call center performance metrics, track common issues faced by farmers.

• Work closely with agricultural experts, NGOs, and local organizations to ensure accurate and updated information is shared with farmers and women affected by GBV.

• Preparing reports and analyzing call center data to improve processes.

• Call center manager communicate with farmers, particularly women via phone.

• Able to solve problems and use their initiative to find the best travel packages for clients.

• Good time management skills to prioritize tasks and complete everything on time.

• Develop monthly, quarterly and annual call center goals and action plans.

• Assisting other management team members in identifying trends and establishing call center goals.