Manager, Call Center (ITeS)
Job Description
Title: Manager, Call Center (ITeS)
Company Name: BYSL Global Technology Group
Vacancy: Not specific
Job Location: Dhaka (Gulshan)
Employment Status: Full-time
Educational Requirements:
∎ Graduate from any reputed institute with a good academic track record
∎ Skills Required: Must be fluent in English (both in Spoken and Writing), Microsoft Office and Google Workspace packages
Experience Requirements:
∎ At least 5 year(s)
Job Responsibilities:
∎ Hiring, training, coaching, and leading call center representatives as they provide support for customers with intent to exceed company goals
∎ Answering call center representatives' questions, guiding them through difficult calls or issues, or handling issues that cannot be handled by the representatives alone
∎ Handle online sales and follow up until delivery and customer satisfaction
∎ Provide accurate, valid and complete information using the right tools
∎ Handle customer complaints, provide appropriate solutions to build long-term customer relationships
∎ Ensure customer satisfaction and an enjoyable experience in a professional manner
∎ Develop objectives for the call center's day-to-day activities
∎ Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
∎ Lead team meetings, conduct call analysis, educate, and coach associates regarding processes and practices, and explain expectations to employees
∎ Collaborate and communicate with leadership team members in identifying trends and establishing call center goals
∎ Ensuring that staff members are achieving desired service levels and taking corrective action, as needed
∎ Forecast short and long-term staffing needs, taking into account contact volume and headcount requirements.
∎ Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
∎ Other related tasks assigned by the management
Additional Requirements:
∎ Proven experience as a call center manager or in a similar position
∎ Knowledge of performance evaluation and customer service metrics
∎ Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
∎ Proficiency with the necessary technology, including computers, software applications, IP phone systems, servers, call center infrastructure, etc.
∎ Computer literacy & typing skills are must (Must be good at English & Bengali Type)
∎ Excellent communication skills.
∎ Ability to work under pressure and handle multiple clients.
∎ Willingness to work on Fridays, government holidays and extra hours when required.
Compensation & Other Benefits:
∎ Performance Bonus
∎ Festival Bonuses
∎ Competitive Salary
∎ Yearly Salary Review
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 21 Jan 2023
Company Information:
∎ 24 Dec 2022
∎ BYSL Global Technology Group
Category: Customer Support/Call Centre
: You may also submit your CV to [email protected] Mention the name of the position you are applying for in the subject line
Source: bdjobs.com
Deadline Expired on 21st Jan 2023
More jobs of BYSL Global Technology Group
Customer Service Associates- CSA (Contractual)
Sr. Executive, Accounts
Sr. Executive, Finance
Manager, Size and Fit Technology (Apparel)
Senior Executive, Fashion Design (Apparel)
Similar Jobs
Customer Support cum Live Presenter
কাস্টমার কেয়ার এক্সিকিউটিভ (ফিমেল)
Officer-Customer Service
Tele Sales Executive
Executive (Customer Support and Transcription)
Executive- Customer Care Centre
Customer Support Executive
Office Executive - Night Shift
Customer Relationship Officer
Customer Support and Sales Executive
Executive (Female)
Customer Relation Executive (Female)
Manager- Ocean Freight
Call Center Agent
Customer Relationship Executive
Team Leader, Customer Care
Call Center Representative- Tele Sales
Jr. Executive/ Executive - Call Center
Travel Counselor - Sales Executive (Night Shift)
Executive/Sr. Executive (Customer Service, Export)
Contact Center Agent
Executive, Customer Relationship Management (Tech Sales)
Aftersales, Executive
Customer Relationship Executive - Team Lead
Customer Relation Manager
Scribe
Customer Relationship Officer(Female)
Customer Service Executive
Customer Service Representative
Customer Service Officer
Customer Support Specialist
Customer Service Representative
Executive (Customer Care and Audit Department)
Online Product Sales Agent / Sales Officer (SO)
Officer/Sr. Officer, Customer Service
Customer Service Officer
Facebook Group