Manager / Assistant Manager, International BPO Operations

Job Description

Title: Manager / Assistant Manager, International BPO Operations

Company Name: Rise Up Labs

Vacancy: 02

Age: 25 to 50 years

Job Location: Dhaka (Uttara)

Salary: Negotiable

Experience:

• 5 to 10 years
• The applicants should have experience in the following business area(s): Software Company,IT Enabled Service,BPO/ Data Entry Firm,Call Center

• Bachelor of Business Administration (BBA)

• Bachelor’s degree in business administration, Communications, or a related field.

• 5 to 10 years
• The applicants should have experience in the following business area(s): Software Company,IT Enabled Service,BPO/ Data Entry Firm,Call Center

• Age 25 to 50 years

• Minimum of 3-5 years of experience in a BPO center environment.
• Fluent in English
• Proven experience in inbound, outbound, and digital service operations.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficient in using call center software and CRM systems.
• Experience in using vici Dialer/ Amazon Dialer
• Ability to analyze data and make informed decisions.
• Strong problem-solving and process development skills and ability to handle high-pressure situations.

Job Context:

Riseup Labs looking for an Experienced Manager / Assistant Manager in BPO Operations, you will oversee daily activities, manage teams, and ensure service quality and efficiency. Key responsibilities include monitoring performance metrics, implementing process improvements, and coordinating with clients. Strong leadership, problem-solving skills, and experience in BPO management are crucial for success in this role.

Job Responsibilities:

• Supervise daily operations across inbound, outbound, and digital service channels.
• Ensure adherence to company policies, procedures, and standards.
• Monitor key performance indicators (KPIs) and develop strategies to meet and exceed targets.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Lead, mentor, and motivate a team of customer service representatives and team leaders.
• Conduct regular training sessions to enhance team skills and knowledge.
• Foster a positive and productive work environment that encourages team collaboration and individual growth.
• Maintain and build strong relationships with clients.
• Address and resolve any client issues or escalations in a timely and professional manner.
• Coordinate with the client to align call center operations with their expectations and business goals
• Analyze call center data and prepare reports on performance metrics, such as call volume, response times, and customer satisfaction.
• Identify trends and areas for improvement, implementing corrective actions as needed.
• Plan and allocate resources effectively to meet operational demands.
• Assist in recruitment and training of new staff members.
• Manage scheduling, attendance, and performance evaluations.
• Oversee quality assurance processes to ensure compliance with service standards.
• Develop and implement quality control measures to enhance service delivery.

Workplace: 

• Uttara, Dhaka

Working Hours:

•  Roaster Basis; Night Shift

Compensation & Other Benefits: Annual Performance Evaluation and Increment Fully Subsidized Food Annual Retreats Team Outing Weekly 2 holidays (Depends on Roaster)