Deputy Manager / Manager, Contact Center Operations

Job Description

Title: Deputy Manager / Manager, Contact Center Operations

Company Name: Genex Infosys Limited

Vacancy: Not specific

Job Location: Chattogram

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Call Centre Supervision/ Management

Experience Requirements:
∎ At least 8 year(s)
∎ The applicants should have experience in the following area(s): Call Center Management, Call Centre Supervision/ Management
∎ The applicants should have experience in the following business area(s): Call Center, IT Enabled Service

Job Responsibilities:
∎ Oversee all aspects of the contact center's operations to ensure smooth and efficient functioning.
∎ Develop and implement operational strategies and processes to optimize qualitative and quantitative performance.
∎ Lead and manage a team of contact center team leaders and agents.
∎ Set performance expectations, provide coaching and feedback, and conduct regular performance evaluations.
∎ Ensure all business deliverables, Service level agreements (SLAs), and key performance indicators (KPIs) are met or exceeded.
∎ Monitor and analyze operational metrics to identify trends and areas for improvement.
∎ Implement customer experience initiatives to enhance overall customer satisfaction.
∎ Allocate resources effectively to meet service-level goals while controlling operational costs.
∎ Continuously review operational processes and identify opportunities for optimization and streamlining.
∎ Establish strong relationships with clients to understand their business needs and expectations.
∎ Regularly communicate with clients to provide updates on performance and address any concerns.
∎ Ensure compliance with industry regulations, company policies, and data security standards.
∎ Generate and present regular reports on operational performance to senior management and clients.
∎ Develop and implement contingency plans to address potential disruptions in operations.
∎ Lead the team in managing crises and ensuring business continuity.
∎ Stay informed about industry trends, best practices, and emerging technologies related to contact center operations.

Additional Requirements:
∎ Age at least 25 years
∎ Both males and females are allowed to apply
∎ Proven experience in managing contact center operations, back office, and first-line managers.
∎ Moderate knowledge of OTT and social media platforms
∎ Flexible in duty hours (Shifting)
∎ Excellent communication, management, interpersonal, and leadership skills.
∎ Should have the ability to put in extra effort and time as necessary to meet deadlines.

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Insurance, Gratuity
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 1 Sep 2023

Company Information:
∎ 2 Aug 2023
∎ Genex Infosys Limited
∎ Address : Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ Web : www.genexinfosys.com
∎ Business : Leading IT company trusted by global brands

Category: Customer Support/Call Centre

: Online