Head of Contact Center

Job Description

Title: Head of Contact Center

Company Name: Banglay IELTS & Immigration Center

Vacancy: 1

Age: 28 to 40 years

Job Location: Dhaka (Uttara)

Salary: Negotiable

Experience:

• 2 to 5 years
• The applicants should have experience in the following business area(s): Telecommunication, Training Institutes, Call Center, Coaching Center

• Bachelor of Business Administration (BBA)
• Master of Business Administration (MBA)

• 2 to 5 years
• The applicants should have experience in the following business area(s): Telecommunication, Training Institutes, Call Center, Coaching Center

• Age 28 to 40 years

• Lead, manage, and supervise the Tele Counselor / Contact Center team

• Plan daily operations and ensure smooth handling of inbound & outbound calls.

• Monitor team performance, call quality and productivity.

• Set targets (KPI) for agents and ensure targets are achieved.

• Provide regular coaching, training and motivation to team members.

• Handle escalated customer issues and ensure proper resolution.

• Prepare daily, weekly and monthly performance reports.

• Coordinate with management regarding team performance and improvement plans.

• Ensure compliance with company policies, scripts and service standards.

• Train new Tele Counselors when required.

• Maintain a positive, disciplined and high-performance work environment

• Mobile bill
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2