Head of Business - Contact Center

Job Description

Title: Head of Business - Contact Center

Company Name: Akij Group

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor/BBA/Masters/MBA degree in any discipline from reputed University

Experience Requirements:
∎ 8 to 10 year(s)
∎ The applicants should have experience in the following area(s): call center training, Call Centre Supervision Management

Job Context:
∎ The Business Head (Contact Center) will meet customer acquisition and revenue growth objectives. His/her responsibilities include developing key growth sales strategies, tactics, and action plans. Successfully execution of these strategies is required to achieve financial targets.
∎ It is highly expected that the person will be skilled and experienced in presentation, proposal documentation, tender participation, negotiation, business communication, etc.

Job Responsibilities:
∎ Build and maintain a strong relationship with clients and prospects.
∎ Stay connected with trends in the market, and competitors' activities, etc.
∎ Collect and analyse information and prepare data and sales reports.
∎ Analyse markets to find out opportunities for new business and generate leads.
∎ Prepare sales content, and present it to potential clients.
∎ Plan and drive activities to achieve targets.
∎ Learn the technical and business aspects related to current and upcoming features.
∎ Coordinate with Marketing, Engineering, Operation, and other concerned teams to drive results.
∎ Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
∎ Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
∎ Responsible for the recruitment, training, induction and coaching strategy across the contact center with HR.
∎ Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.
∎ Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.
∎ Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.

Additional Requirements:
∎ Age 35 to 38 years
∎ Both males and females are allowed to apply
∎ Proven track record of sales in financial organizations and other corporates.
∎ Must have experience in preparing response of RFP, RFQ, SoW, etc.
∎ Must be good in presentation, documentation, communication, and negotiation skill

Salary: Negotiable

Compensation & Other Benefits:
∎ Yearly salary review
∎ Two festival bonus
∎ Health reimbursement and life insurance facility
∎ LFA, provident fund, gratuity
∎ Others benefit as per company policy

Application Deadline: 6 Mar 2021

Company Information:
∎ 17 Feb 2021
∎ Akij Group
∎ Address : Akij House, 198 Bir Uttam Mir Shawkat Sarak, Tejgaon, Dhaka-1208.
∎ Web : www.akij.net

Category: Customer Support/Call Centre