Manager (Call Center)

Job Description

Title: Manager (Call Center)

Company Name: SAJIDA FOUNDATION

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Call Center

Experience Requirements:
∎ At least 3 year(s)
∎ The applicants should have experience in the following area(s): Call Centre Supervision/ Management
∎ The applicants should have experience in the following business area(s): Call Center

Job Responsibilities:
∎ Manage day-to-day operations of the call center team and priorities and make impact assessments within existing processes and procedures towards achieving SLAs
∎ Identify opportunities for improvements in client service delivery strategy, processes, training, measurements, coaching, and policies.
∎ Deliver best in class operational results, including call efficiency, low abandon rates, high survey rates, staffing utilization and operational efficiency
∎ Determine call center operational strategies
∎ Liaise with the technology department to design and implement solutions for the resolution of technical problems.
∎ Ensuring most effective resource plans are developed and achieved
∎ Maintain open and honest channels of communication at all levels across the organization to facilitate best in class sharing and root cause analysis.
∎ Taking on task independently, having the ability to priorities tasks as well as multitasking
∎ Maintain up-to-date knowledge of industry developments and involvement in networks

Additional Requirements:
∎ Age at most 35 years
∎ At least 3 years’ experience in Call Center and 1 year experience as Team Leader/Asst. Manager in Call Center Operations is must.
∎ Effective analytical and reasoning skills and strong verbal and written communication skills, including report writing
∎ Excellent strategic skills, sound judgement and decision making with a clear and persistent attention to detail
∎ Demonstrate a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and client experience

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Performance bonus, Provident fund, Insurance, Gratuity
∎ Festival Bonus: 2
∎ Leave Encashment, Staff Loan Facility, Free Mental Health Counseling Facility

Application Deadline: 15 Mar 2021

Company Information:
∎ 10 Mar 2021
∎ SAJIDA FOUNDATION
∎ Address : Sajida Foundation, Otobi Center (5th Floor), Plot- 12, Block- CWS(C), Gulshan South Avenue, Gulshan-1, Dhaka-1212
∎ Web : www.sajidafoundation.org
∎ Business : NGO.


Category: Customer Support/Call Centre

: Applicants are requested to Apply with a Cover Letter. No Application will be Considered without Current salary and Expected salary.