Manager, Call Center (ITeS)

Job Description

Title: Manager, Call Center (ITeS)

Company Name: INTELLI Global Services

Vacancy: Not specific

Job Location: Dhaka (Gulshan)

Employment Status: Full-time

Educational Requirements:
∎ Graduate from any reputed institute with a good academic track record

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:
∎ Skills Required: Must be fluent in English (both in Spoken and Writing), Microsoft Office and Google Workspace packages
∎ Experience 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)
∎ Additional Requirements
∎ 5+ year(s) experience in the related field.
∎ Excellent communication skills.
∎ Ability to work under pressure and handle multiple clients.
∎ Willingness to work on Fridays, government holidays and extra hours when required.

Salary:
∎ Competitive Salary

Compensation & Other Benefits:
∎ Performance Bonus
∎ Festival Bonuses
∎ Subsidized Lunch Facilities
∎ Yearly Salary Review

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 25 Jan 2022

Company Information:
∎ 26 Dec 2021
∎ INTELLI Global Services

Category: Customer Support/Call Centre

: Please read the requirements carefully before you apply.Mention the name of the position you are applying for in the subject line

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