Contact Center Manager

Job Description

Title: Contact Center Manager

Company Name: 1000FIX Services Ltd.

Vacancy: --

Location: Dhaka

Salary: Negotiable

Experience:
∎ At least 5 years
∎ The applicants should have experience in the following business area(s):Telecommunication, Manufacturing (FMCG), IT Enabled Service, Computer Hardware/Network Companies, Electronic Equipment/Home Appliances, Group of Companies, Call Center

Published: 19 Mar 2025

Education:
∎ Bachelor’s degree in business administration or a related field.
∎ Bachelor’s degree in business administration or a related field.

Requirements:

Additional Requirements:
∎ Strong leadership and people management skills with the ability to drive performance.
∎ Experience with AI-driven customer service tools, CRM software, and call center management systems.
∎ Excellent problem-solving, analytical, and decision-making abilities.
∎ Strong communication skills in both verbal and written formats.
∎ Ability to work under pressure and handle escalations effectively.
∎ Knowledge of industry best practices in customer service and contact center management.
∎ Experience in IT service or after-sales service industries.
∎ Proficiency in data analysis and reporting tools.
∎ Familiarity with customer satisfaction measurement techniques and methodologies.
∎ Knowledge of multiple communication channels (voice, chat, email, social media) for customer support.
∎ Strong leadership and people management skills with the ability to drive performance.
∎ Experience with AI-driven customer service tools, CRM software, and call center management systems.
∎ Excellent problem-solving, analytical, and decision-making abilities.
∎ Strong communication skills in both verbal and written formats.
∎ Ability to work under pressure and handle escalations effectively.
∎ Knowledge of industry best practices in customer service and contact center management.
∎ Experience in IT service or after-sales service industries.
∎ Proficiency in data analysis and reporting tools.
∎ Familiarity with customer satisfaction measurement techniques and methodologies.
∎ Knowledge of multiple communication channels (voice, chat, email, social media) for customer support.

Responsibilities & Context:
∎ Lead and manage the contact center team, ensuring efficient handling of customer queries, complaints, and service requests.
∎ Develop and implement strategies to enhance customer experience and satisfaction levels.
∎ Monitor key performance indicators (KPIs) such as call handling time, resolution rates, and customer feedback scores.
∎ Leverage AI-based tools and technologies to improve service efficiency and response time.
∎ Collaborate with internal departments (Technical, Logistics, Sales, etc.) to ensure seamless service operations.
∎ Train, mentor, and motivate the contact center team to enhance performance and professional development.
∎ Ensure compliance with company policies, industry regulations, and data security standards.
∎ Analyze customer interactions and feedback to identify trends, areas for improvement, and training needs.
∎ Manage workforce scheduling, call volume forecasting, and resource allocation.
∎ Oversee digital query management and ensure timely and effective responses to customer inquiries via email.
∎ Prepare and present regular reports to senior management on contact center performance and customer satisfaction.
∎ Lead and manage the contact center team, ensuring efficient handling of customer queries, complaints, and service requests.
∎ Develop and implement strategies to enhance customer experience and satisfaction levels.
∎ Monitor key performance indicators (KPIs) such as call handling time, resolution rates, and customer feedback scores.
∎ Leverage AI-based tools and technologies to improve service efficiency and response time.
∎ Collaborate with internal departments (Technical, Logistics, Sales, etc.) to ensure seamless service operations.
∎ Train, mentor, and motivate the contact center team to enhance performance and professional development.
∎ Ensure compliance with company policies, industry regulations, and data security standards.
∎ Analyze customer interactions and feedback to identify trends, areas for improvement, and training needs.
∎ Manage workforce scheduling, call volume forecasting, and resource allocation.
∎ Oversee digital query management and ensure timely and effective responses to customer inquiries via email.
∎ Prepare and present regular reports to senior management on contact center performance and customer satisfaction.

Compensation & Other Benefits:
∎ T/A, Mobile bill, Medical allowance, Performance bonus, Provident fund, Insurance
∎ Lunch Facilities: Partially Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ As per company policy.
∎ As per company policy.

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Dhaka

Company Information:
∎ 1000FIX Services Ltd.
∎ 586/1, Begum Rokeya Soroni, West Shawrapara, Mirpur, Dhaka 1216

Address::
∎ 586/1, Begum Rokeya Soroni, West Shawrapara, Mirpur, Dhaka 1216

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 18 Apr 2025

Category: Customer Support/Call Centre