Head of Call Center

Job Description

Title: Head of Call Center

Company Name: Newton Electronics & Appliance Manufacturing Limited

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ 8 to 12 year(s)

Job Responsibilities:
∎ Independently monitor and evaluate call center agent performance through call audit/call calibration on, periodic basis.
∎ Regular briefing recommendations for our vendor/partners in efforts to provide the highest level of quality assurance to our customers.
∎ Providing coaching and developing plans for learning and skills development.
∎ Monitoring Sales force team for achieving sales target and give direction to the supervisor for achieve the sales target.
∎ Innovate and implement ideas for efficiency, productivity and ensure continuous business development.
∎ Drive analysis and processing tasks in accordance with the company's growth vision and organization goal.
∎ Relationship management with customers and vendors.
∎ Meeting targets and organization mission by completing related results as needed.
∎ The prospective employees will be responsible for performing duties as assigned.
∎ Identify the scope of improvement in customer experience and follow-up that the required initiates are being implemented.
∎ The effort to progress Customer Satisfaction (CSAT)/Net Promotor Score (NPS).
∎ Develop training recommendations for our vendor/partners in effort to provide the highest level of quality assurance to our customers.
∎ Compile “voice of customer” and also provide input w.r.t. new product/service ideas.
∎ Carry out ad-hoc activities to ensure service quality.

Additional Requirements:
∎ Both males and females are allowed to apply
∎ Minimum 8 years of experience in Call Centre operation - at least 5 years in team-leader role in the service industry (Telecom/Financial institution/ Tech-based service provider/BPO).***
∎ Experience in Telecom/ Financial Institutions/ Service industry- preferred.
∎ Hands-on experience at QA in the call center.
∎ Analytical ability to examine problems effectively and recommend solutions.
∎ Ability to work under stress.

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Weekly 2 holidays
∎ Lunch Facilities: Full Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 9 Nov 2021

Company Information:
∎ 10 Oct 2021
∎ Newton Electronics & Appliance Manufacturing Limited
∎ Address : House-03, Road-23/A, Gulshan-1, Dhaka
∎ Web : https://www.newtongroup.us

Category: Customer Support/Call Centre